Mystery Shopping

Mystery shopping is a powerful qualitative marketing research tool for evaluating the customer experience from a first-hand perspective. By sending trained evaluators to interact with your business as regular customers, we gather detailed, unbiased insights into service quality, employee performance and operational efficiency. This method helps identify strengths and weaknesses in the customer journey, providing actionable data to enhance service standards and improve overall customer satisfaction. 

 

With MindMarket's expertise in designing and executing comprehensive mystery shopping programmes, we ensure you gain a clear and accurate picture of your business through the eyes of your customers.

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How does mystery shopping work?

At MindMarket, we deploy trained shoppers to assess physical locations, websites, apps, and contact centres. These shoppers browse or purchase products and services, then complete a pre-defined questionnaire to evaluate how well brand promises are being fulfilled.

 

Our team analyses the collected data, integrates it with other research insights, and presents the findings through dashboard reporting and a range of other methods. We offer market research all over the world - in 33 countries and counting! - so can promise a tailored, truly international experience.

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What are the benefits of mystery shopping for market research?

Mystery shopping provides objective, unbiased feedback from trained 'customers'—our recruited respondents or 'mystery shoppers'—to evaluate how well organisations deliver on their brand promises.

This method helps you gain a clear understanding of the actual customer experience, revealing areas where service may fall short and identifying opportunities for improvement. Additionally, mystery shopping can assess the consistency of brand messaging and service delivery, ensuring that all customer interactions align with company standards and expectations. Used in conjunction with other methods like focus groups or in-depth interviews with customers, you’ll gain a deep understanding of where your brand can go.