MYSTERY SHOPPER AND AUDITING

The mystery shopper is an ordinary person invited to participate in the confidential studies of the survey. This type of study is done by companies in various areas, such as fast-food restaurants, airline companies, banks, gas stations, telephone providers, etc.

In the survey, the mystery shopper pretends to be a normal consumer in order to determine firsthand the company’s service, from the initial approach to the delivery of the product or service. Relevant aspects are verified in this analysis such as: operational procedures, customer service and sales representative’s attitudes and behaviour, support infra-structure, items that facilitate customer service, benefits offered to the consumer, etc.

In addition to identifying failures and areas that need improvement, the mystery client's survey is used to compare customer service standards among competitors. To do this, the evaluator would simply conduct the study with characteristics from another company. With the information gathered, you can define new strategies that assure the customer's preference.

Through QuestManager applying this type of research becomes easier and faster. The mystery shopper may include their thoughts on the company’s customer service in real-time into the system by using a mobile device of some kind, such as a PalmTop. This way the company's service quality control area can analyse the results at the same time that the study is being conducted.