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Mystery Shopping/Mystery Audits

Mystery Shopping/Mystery Audits is the practice of using trained shoppers to anonymously evaluate customer service, operations, employee integrity, merchandising and product quality. Mystery shopping/ Mystery Audit is also known as secret shopping. It can be used to gather specific information about a product or service, or to check up on the customer experience and what type of customer service they receive. You can dictate what a shopper buys, how they behave and what types of questions they ask in order to receive the most specific feedback and reporting about their shopping experience. It is a common practice in any business and organization that needs to monitor its operations, facilities, product delivery and service performance for e.g-banks, hotels, retailers, restaurants, Manufacturers, movie theaters, call centers, government agencies, promotion agencies, hospitals and casino etc.  
Our areas of operation touches various domains of IT Industry, and also extend to Sales and Marketing Audits and Training Initiatives for our clients. We have specifically-designed matrices, solutions, and training programs to address every domain in all the industries. We use customized methodologies to assess how customers experience various products and services.

Mystery Shopping Methods

  • In person/on-site shops
  • Telephone Shops
  • E-commerce web site shops
  • Hidden video/audio recording
  • Full narrative shops
  • Checklist shops (quantitative)
  • Purchase and return shops
  • Discrimination ( matched-pair) testing

Through our mystery shopping/mystery audit programs, we deliver an accurate picture of the customer experience, using on-profile people in real situations to report on their interaction. Our large panel of international shoppers enables us to replicate client customer profiles and demographics across multiple markets and regions. We recruit shoppers with the needs of a specific client program in mind, conducting an in-depth screening, selection and training process, as well our rigorous quality control measures on all reports  to ensure quality data.  
Our shoppers include both “Professional Evaluator” as well as “ Regular Customer”. Every shopper is rated in the report they submit. Growing at the pace of hundreds of new shoppers per month our database is spread over every major city and many small towns all over Asia. Our range of shopping services includes the following industries:

  • Information Technology ( IT)
  • Automotive
  • FMCG
  • Telecom
  • Healthcare and Pharma
  • Consulting
  • Retail
  • Others

We work to improve the relationships with our partners and ultimately satisfy their objectives.