The content of the survey can be customised to suit the industry, business type and objectives, as well as customer service and shop conditions. Specialist surveyors who have passed a rigorous screening process carry out objective and highly accurate surveys with clear evaluation criteria. Undercover surveys, which can be carried out at any time, enable a clear understanding of the actual situation in the shop. The survey results are quantified and visualised and submitted as a report that can be compared and analysed. The surveyor’s comments are also appended to the report. The internet is used and emphasis is placed on speedy delivery.
In the PDCA cycle for improving service and customer satisfaction (CS), mystery shopping by a third party serves as an objective means of checking and can lead to more effective improvement measures. Initiatives that receive a high evaluation can be horizontally deployed to help improve service and CS across the company. It provides reliable guidelines for service and shop improvements.