Evaluate and improve the performance of your business with our mystery shoppers
Do you care about the performance of your business ? Our experts have the solution to evaluate, control, measure and improve the customer experience in order to increase your turnover !
A mystery shopper, also called an incognito shopper or secret shopper, is someone hired by a business to objectively evaluate performance and improve the customer experience. The main goal is to help companies identify weak points in their business.
Through its mystery shopping , we implement improvements through measuring the current quality that has been observed.
By using a mystery shopper, you demonstrate your commitment to customer satisfaction and the pursuit of operational excellence. This can give you a competitive advantage by strengthening your reputation and attracting more customers who value the quality of service you offer.
Internally – Integrate a collaborator
By integrating a mystery shopper as a collaborator , you obtain a privileged internal perspective of your company. This person will be able to observe your operations from the inside, identify potential problems and evaluate performance in detail. This privileged vision will allow you to discover aspects that external evaluations could not reveal.
Indeed, a collaborative mystery shopper can evaluate several aspects of your business, beyond the customer experience. It may focus on the efficiency of internal processes, interaction between departments, employee performance, compliance with standards and regulations, or the quality of services provided. This gives you a more comprehensive assessment of your business performance , allowing you to identify strengths and opportunities for improvement in all key areas.
In addition, they provide precise, objective feedback based on real observations . Their detailed report will give you concrete insights into specific issues, gaps, and best practices. You will thus be able to make informed decisions and implement relevant corrective actions to improve the performance of your business.
Finally, integrating a mystery employee can boost the motivation of your employees. Knowing that they are being evaluated objectively and confidentially, they will be incentivized to provide quality service , follow procedures and comply with established standards. This promotes a culture of continuous improvement within your company.
External actor – Face a customer role
Its main role is to behave like an ordinary customer , interacting with the company in a natural way, whether in store, online or by telephone, in order to provide objective and detailed feedback on each stage of its customer journey.
They may make purchases, ask questions, request information or request customer service assistance.
The real advantage?
Through this approach, the mystery shopper highlights the strengths and weaknesses of the experience lived by real customers, thus providing valuable information to improve the quality of your service.
By integrating mystery shoppers into your business, you have the opportunity to understand the customer experience in depth, identify areas for improvement and take concrete steps to provide an optimal experience for your customers.
Our areas of intervention
Mystery shoppers work in a variety of areas to evaluate a company’s performance:
Writing fictional scenarios
Mystery shoppers evaluate employee performance and reactions under realistic conditions, providing accurate feedback on the customer experience.
These scenarios also allow testing of various aspects of the business such as service quality, product knowledge and procedural efficiency.
Dummy collaborators and customers
The goal is to provide in-depth and authentic business reviews through:
Detailed internal observation
- Overall experience rating
- Detection of internal problems that impact your business
Checking your security
Our mystery shoppers are responsible for identifying security vulnerabilities and preventing theft to strengthen the overall security of the company:
- Identify security gaps
- Implementation of adequate prevention measures
- Create a safer environment within the company
Tailor-made assessment grids
To ensure that our intervention is measurable, we establish evaluation grids with our clients according to their specific needs.
So we target your objectives and thanks to our expertise this grid will adjust the recommendations and areas for improvement after our intervention.
Detection of harmful elements
We identify and resolve internal issues that can affect the overall performance of your business to:
- Improve efficiency,
- Strengthen collaboration,
- Promote the motivation of your teams,
- Optimize the overall performance of your business.
How does the intervention of mystery shoppers strengthen your brand image?
Brand image is the set of perceptions, emotions and associations that a person attributes to your company, through its products or services. This is a major issue for your activity, because it reflects your reputation , your values and the identity that you wish to project. Therefore, it is essential that your brand image is consistent with the image you wish to convey, in order to maintain satisfactory relationships with your customers and colleagues.
Strengthen your brand image among your employees
Transparency within the group
It is essential to communicate to your colleagues that mystery shoppers can join the team or pose as customers at any time, because this is based on the principle of transparency . By informing them of this possibility, you establish a relationship of trust based on honesty and recognition of their importance in the customer experience. This also avoids creating a climate of distrust and reinforces the commitment of your employees to the quality of service, knowing that they are key players in customer satisfaction.
The importance of customer experience
When employees know they can be rated by mystery shoppers, they are more aware of the importance of providing an excellent customer experience with every interaction. This creates a culture focused on customer satisfaction , where employees understand the direct impact of their work on the company’s brand image.
Commitment to quality of service
The intervention of mystery shoppers encourages employees to surpass themselves and offer superior quality service. They are motivated to achieve the high standards set by the company and provide a memorable customer experience at every opportunity. This strengthens employees’ commitment to service quality and contributes to continuous improvement.
Learning Opportunity
Mystery shopper reports provide constructive and detailed feedback on employee performance. This provides your teams with a valuable opportunity for learning and professional development. By using mystery shopper feedback, employees can identify their strengths and areas for improvement , allowing them to continually improve in their role and strengthen their customer service skills.
Trust and satisfaction strengthened
When employees see that the company is taking steps to evaluate and improve the customer experience, it builds their confidence in the company and its long-term vision. They feel valued in their role and are encouraged to actively contribute to the common goal of providing an exceptional customer experience. This leads to greater job satisfaction and greater talent retention within the company.
From collaborators to ambassadors
The intervention of mystery shoppers can promote cohesion and collaboration between employees. By focusing on the customer experience, they work together , sharing ideas and best practices to deliver a consistent and exceptional customer experience. This strengthens bonds between employees and promotes a harmonious work environment focused on customer satisfaction to develop your company culture .
The image that your company sends to your customers
Service quality
When our mystery shoppers evaluate the customer experience, they ensure that the quality standards established by your business are met.
Their objective and unbiased assessment helps ensure consistent quality service for all customers, reinforcing your reputation as a company committed to providing exceptional service.
Continuous improvement
By taking into account established feedback, you can implement corrective actions to constantly improve your offer and further satisfy your customers.
This continuous improvement approach demonstrates your commitment to customer satisfaction, thus strengthening your brand image.
Commitment to customer satisfaction
By demonstrating your willingness to invest in customer experience evaluation, you create a brand image focused on service quality and the constant search for improvement in the customer experience.
Transparency
and trust
When customers know that your business uses mystery shoppers to evaluate its performance , they have confidence that their opinion matters and that you are taking concrete steps to ensure their satisfaction.
It also builds trust in your brand, which can lead to increased loyalty and positive recommendations.
Competitive differentiation
Deliver an exceptional customer experience. By highlighting your efforts to evaluate and improve the customer experience, you stand out as a company that places particular emphasis on customer satisfaction.
This can attract new customers and build loyalty among existing customers.
Analyze your results to make improvements
The evaluation grid system that we offer allows the companies with which we collaborate to analyze the results obtained and draw clear conclusions regarding the measurement of customer satisfaction. We also recommend taking into account a satisfaction questionnaire to provide to customers to analyze the quality measurement following all of your interactions.
This will allow us to target whether customer expectations have been met, whether the exchange was resolved positively or negatively in order to learn about the customer experience to seek to improve overall satisfaction.
This system makes it possible to improve internal performance by identifying strengths and weaknesses, but also to strengthen the customer experience by identifying aspects to improve.
By using these review processes, you can provide your customers with a unique and enhanced experience, which helps build loyalty and increase your revenue . By understanding the expectations and preferences of your employees and customers, you can adjust your practices to meet and exceed their needs, resulting in strong customer relationships and sustainable economic growth .
Keep your business healthy
Using Aquila Stratégie’s mystery shoppers has many advantages for your business. First of all, our mystery shoppers are experienced professionals who provide an objective, personalized and impartial assessment of the performance of your business.
Their detailed observations will allow you to identify strong points and areas for improvement, whether in terms of customer service, product quality or process efficiency.
You will also benefit from full support throughout the process. Our professional surveyors will guide you from planning to implementing assessments, ensuring that the results obtained are actionable and relevant to improving your performance.
