Walk in your customers shoes

Mystery Shopping by NMS is the best tool for you to see your brand the way customers do, improve your services and sell more.

Contact Us

What can Mystery Shopping do for you?

Find out how customers experience your services, how to improve them and increase customer satisfaction and loyalty.

Identify weak spots in your sales network or selling process and boost your business.

Adjust products according to customer needs by improving the efficiency and working environment of your employees.

Know your competitors, find out what they are doing and stay ahead of the game.

Find out your how your partners promote your brand and how your products are distributed.

Monitor your campaigns such as clearances or the introduction of a new product.

Have all the touchpoints under control

Mystery Shopping

We evaluate employees performance in any sector, their level of compliance with internal standards and rules, and check the overall environment at each individual point of sale. Do the employees follow all steps of a proper selling process? Are additional services and products mentioned? Are they nice to the customers? Do the customers feel pleasant in the premises? The answers are closer than you think.

Mystery Online Purchase

The pandemic nailed us in front of our computer screens even more. Purchases online boost recordly as people preferably use e-shops and make online orders. Attention of majority of companies is therefore focused on the quality online purchase process. Do not miss out, test your online purchase step by step. Make sure it is user friendly, works properly and customers are will to order again!

Mystery Calling

Oversee the work of a call center, receptionists or employees taking orders during a phone call. What is the reaction time on your lines? Do customers consider it fast enough? Are all customers questions answered in a comprehensive way? Is the approach towards customers on the line positive? Find out with us.

Mystery Delivery

In the age of online shopping boom, make sure your customers get the right quality service during the delivery process of a package, promised delivery times are fulfilled and all standards and terms are kept. Would they recommend delivery service from your company to their friends? You will not know if you do not ask.

Mystery Online Communication

By sending test emails or messages on social media to your employees, we can evaluate electronic communication standards, reaction time, proper form of the text reply, offer of the products and follow-up communication. Test your contact forms on website or webchat quality too! Keep an eye on emails and messages your customers get, do they represent your company properly?

Mystery Return of Goods

The ordered clothes do not fit, chosen colour of a gift was not appreciated, someone has bought the same product... We all know these troubles. Are your employees ready to face them with a smile on their faces? Is the return of goods "easy-peasy" for your customers or is it a stumbling stone on their customer journey? Do not let coincidence tell you the answer, seek for it actively.

Mystery Shoppers at your service

We are currently cooperating with over 5000 Mystery Shoppers in the Czech Republic, 2000 Mystery Shoppers in Slovakia and over 6 500 Mystery Shoppers in Hungary, thanks to which we can ensure measurement across all three countries.

Mystery Shoppers are of different sex, age or education. Thanks to this, we can also implement Mystery Shoppings that require a specific Mystery Shopper profile or remote locations.

Mystery Shoppers are regularly trained by specialists from NMS.

Online reporting made easy with Navigator

Results anytime, anywhere

Optimized for PCs, smartphones and tablets.

From a bird’s-eye view to the finest detail

See the overall results or filter them by the branches, retailers or even individual visits.

Hierarchical user rights

Define different levels of access for different users. Each user gets their own user account.

Different types of exports
Email notifications of results
Commenting on the results
Tailor-made design
User friendly environment
Soundtag - efficient work woth recordings

Contact Us

Are you an agency?

With your own field works, in need of a complex, yet intuitive tool for data collection?
Borrow our Navigator app!

User-friendly shopper database

Easily find the right shoppers for your projects that match any criteria – demographic, rotation, proximity of coverage areas etc.

Intuitive client management

Add and filter clients, branches, networks and retailers in just a few clicks.

Easy-to-use control system

Review questionnaires, forms, attachments and the costs of individual shoppers in one place.

Mystery Shopping with a difference

Full-service

Besides providing our shoppers an online application, we take care of the complex management of the entire project. One of our experienced account managers will set up the project and tailor it precisely to your needs. They will be at your disposal throughout the course of the whole project.

Improve your business

Mystery shopping by NMS is more than just getting relevant data. It’s about improving your business. That’s why we have developed 7-point improvement program that starts with defining desired standards and finding the right motivation for your employees and ends with professionally led training.

Taylor-made solutions

We are professionals with years of experience in Mystery Shopping. We will choose the best solution for your business and recommend improvements to the performance of your network in order to match your pre-defined goals.

References

"We have been cooperating with the NMS agency in the field of research in the form of Mystery Shopping for 3 years. Mystery Shopping always takes place in several waves at all 120 branches throughout the Czech Republic. The agency always provided us with quality outputs within the agreed deadline. As its main benefit, we see that it helps with the communication of results to our branch network and has also developed its own solution for the processing of results by branches for their further development in the area of customer experience. In this regard, we also appreciate the excellent technological solution for displaying the results using the online application that the agency is developing."

Petra Rubankova Market Research Specialist

"As a company that brings premium access to our customers, we are glad that we found the same premium access from our partner, NMS. From the first meeting, we appreciate the high level of communication and human approach. In addition, it is supported by a strong ability to listen and feel our needs, which allows us to bring innovative designs of implemented Mystery Shopping. Multiplied by the speed of reactions, the precision of solving our demands, the initiative, and sensitive and professional insights into the analysis of the results achieved, we simply know that we are in good hands. "

Martin Babiar Internal education and development specialist iStores – Apple Premium Reseller

“NMS has become one of our core agencies thanks to the perfect execution of the entire project - from the offer, through implementation to presentation. We know that we can rely on "must" methods, schedule, fieldwork, analysis, but at the same time "added value" works in the form of understanding our requirements, where NMS offers us both traditional and completely new approaches to solutions. We especially appreciate the processing of outputs, when we pass on conclusions and recommendations to internal clients in a comprehensive and imaginative form. Every project includes a great client service, for which we especially thank our account manager. ”

Jirka Schrothová Head of Customer Insight

"Cooperation with NMS Market Research s.r.o. started in September 2015 and concerns the provision of the Mystery Shopping service for the network of 150 stores of O2 Czech Republic, a.s. The main goal for us was to create a simple reporting environment connected with our internal systems. The NMS agency took up the solution of requirements very actively and today we have reporting and functioning Mystery Shopping according to our requirements."

Aleš Brázda

“You can always rely on NMS. They provide us with exactly what we need, everything runs according to the terms agreed on and the outputs are perfect. They have excellent knowledge of the whole process because their managers are always on hand when setting up the questionnaires and designing the application. We are more than happy to continue our cooperation with NMS.”

Marta Bodnarukova Market Research Specialist

"About our cooperation, let me say, from my point of view the cooperation is very good, the changes we had were done in a short conversion time and NMS always kept to hold the time schedule even if we had a delay at our end. Thank you for the cooperation!"

Andreas Klitzke Head of Star Academy

“NMS has become one of our core agencies thanks to the perfect execution of the entire project - from the offer, through implementation to presentation. We know that we can rely on "must" methods, schedule, fieldwork, analysis, but at the same time "added value" works in the form of understanding our requirements, where NMS offers us both traditional and completely new approaches to solutions. We especially appreciate the processing of outputs, when we pass on conclusions and recommendations to internal clients in a comprehensive and imaginative form. Every project includes a great client service, for which we especially thank our account manager. ”

Jirka Schrothová Head of Customer Insight

"About our cooperation, let me say, from my point of view the cooperation is very good, the changes we had were done in a short conversion time and NMS always kept to hold the time schedule even if we had a delay at our end. Thank you for the cooperation!"

Andreas Klitzke Head of Star Academy

About us

Starting 1999 we aim to help our clients – the largest players on the market – to improve their customer service, to offer better services in general and attract new customers, all thanks to the marketing research we provide.

Alongside our headquarters in Prague we run a branch in Slovakia and Hungary. We also operate in Poland, Hungary, Romania and other countries through our partners.

We are a member of the SIMAR organization (Association of Agencies for Market Research and Public Opinion) and ESOMAR (World Organization for Research of Public Opinion and Marketing Research).

Our standards for Mystery Shopping are approved by a worldwide Mystery Shopping Association MSPA, where we are members.

More about NMS →