Mystery shopping

Stratega the market research agency performs market research called Mystery Shopping. This is a method of marketing studies especially important to understanding and managing the quality of customer service. First, all programs implementing comprehensive services should begin with a study of the type of mystery shopping. As a result, the company interested in such research receives a basis of corrective or improving customer service programs. The mystery shopping research data is often extremely valuable in the process of training customer service staff.

Stratega has extensive experience in mystery shopping research for different types of services. Mystery shopping research consists of playing the role of a client. Such client’s aim is to check the quality of customer service by actually using the service of the company which commissioned the survey. Yet, we do not limit ourselves to a visit to sales points. We estimate the overall process. This is especially important in the case of companies involved in the sale of items or services with a high value or such companies for which the relations with the client are long-term.

Stratega chooses the controllers whose behavior and demographic characteristics are exactly the same as a typical customer of the audited company. If we conduct research on the gas station, our auditor would be a driver. If we conduct research in a clinic, our auditor would be a patient. The team of the market research agency prepares complex scripts involving all interaction points between a potential client and the customer service employee. We are experienced in conducting such research for businesses, banks, restaurants, cafes, car shops, developers, clinics, pharmacies, and many more different kinds of services.

Mystery Shopping Benchmarking

In addition to mystery shopping research, we also offer benchmarking. Benchmarking is an evaluation of the customer service quality in the comparison with the competitive companies.  As a result, the final report of Stratega shows the position of a client comparing with the competitive companies. It can also highlight the pros and cons of its customer services and the  potential areas for improvement.. The final report indicates also what technique of competitors’ ideas would have been beneficial for client’s company