Mystery shopping is a unique way to examine real-life and actual situations within your organization. Our company acts as ordinary clients and visit your shop, calls your call centre for information, and generally examines the quality of relations with customers offered by your staff. We examine the level and quality of customer service offered, the employees’ relations with the organization's customers, their expert knowledge and skills regarding the products and services offered by the organization, and their overall attitude towards clients.

• Mystery shopping can be conducted at regular intervals, to monitor development, improvement and even deterioration.
• Mystery shopping visitors perform a series of visits to the various stores of the company and examine the quality of customer service (e.g. attitude, knowledge and skills of services / products offered, customer care abilities, etc.), the quality of products, store facilities, etc.
• A set of quality indicators is determined and a checklist is developed, to evaluate all the above. This checklist is used by the mystery shoppers to evaluate objectively each of the indicators.
• After each visit the mystery shoppers submit a report with their main findings and comments from the visit.
• Results are then analyzed and a final report is prepared with conclusions and suggestions on how to improve the areas examined (e.g. customer service, quality of products, etc.)