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