What can Mystery Shopper TRM Expert do for your business?
Increase sales · Attract more customers · Reduce complaints and manage them better · Increase customer satisfaction · Improve the commercial capacity of the point of sale (physical or virtual) · Implementation of new logistics ideas · Improve team involvement for closing sales · Determine staff training needs · Process and post-purchase testing
How far does Mystery Shopper TRM Expert go?
Desk research: we will investigate news, social networks, advertising, websites and PR of your direct and indirect competitors to know all the touching points and their impact on your clients and potential clients.
Communication research: we evaluate all means of commercial contact and customer service (emails, chat, telephone, face-to-face meetings and video conferences…) We request quotes, catalogues, make hires, discharges… to know in detail the internal processes of the competition
Physical investigation: we go to the headquarters/premises of your competition to learn about infrastructure and facilities, exhibition of products/services, we are interested in everything: knowing what they transmit in their facilities, how they display their attributes, what the quality and service times are like. and the service, if there are possible Wow…
Customer service research: whether in person or virtual, we go through the real customer experience to learn about the strong points and those that could be improved in customer service, in each of the phases of contact with the staff/team.
Desk research: we will investigate news, social networks, advertising, websites and PR of your direct and indirect competitors to know all the touching points and their impact on your clients and potential clients.
Physical investigation: we go to the headquarters/premises of your competition to learn about infrastructure and facilities, exhibition of products/services, we are interested in everything: knowing what they transmit in their facilities, how they display their attributes, what the quality and service times are like. and the service, if there are possible Wow…
Communication research: we evaluate all means of commercial contact and customer service (emails, chat, telephone, face-to-face meetings and video conferences…) We request quotes, catalogues, make hires, discharges… to know in detail the internal processes of the competition
Customer service research: whether in person or virtual, we go through the real customer experience to learn about the strong points and those that could be improved in customer service, in each of the phases of contact with the staff/team.
Types of Mystery Shopper TRM Expert?
MYSTERY RESTAURANT: we focus on investigating reservations, cancellations, positioning on platforms and search engines and the complete on-site experience in restaurant establishments: waiting times, adaptation of facilities, staff attention, service times, quality of the product offering to achieve an experience only.
MYSTERY SERVICES: we analyze the processes of acquiring services aimed at end clients in different areas, both in the public and private sectors. We investigate competitiveness and satisfaction at the level of experience and potential opportunities for improvement in sales processes.
MYSTERY PRODUCTS: we investigate as buyers the actions that a client or potential client must take to purchase the products. We discover where the WOW potentials are and the weakest points to detect category differentiators.
MYSTERY PATIENT: we become healthcare patients or healthcare product buyers to evaluate the appropriateness and quality of the healthcare service experience and specialized product recommendation, highlighting specific areas that require improvement and change.
MYSTERY B2B: as buyers of products/services aimed at companies, we investigate sales strategies, contact with responsible personnel, service/product catalogues, process times, delivery logistics… We detect strengths, failures, weaknesses and WOWs of each sector for competitiveness.
MYSTERY HOTELS & CRUISES: we investigate the positioning on platforms, search engines and specialized physical stores, the reservation and purchase processes, the attractiveness of the products and the subsequent on-site services offered by the hotel and tourism industry.
MYSTERY MARKET: we focus on the purchase of FMCG products and the process/experience of acquiring said products at the point of distribution/sale to understand how competitive their location is and how attractive and mobilizing their exposure to consumers. situ offered by the hotel and tourism industry.
MYSTERY CONTACT: we investigate all means of contact with your clients and potential clients. We evaluate the attention received via call center, email and online chat, including times and processes, resolution of incidents and complaints, as well as the quality of the attention received by the client.
PROCESS AUDIT: this is an audit of internal processes in which we objectively investigate the degree of compliance with the established processes, the customer experience, satisfaction in relation to the product, the degree of staff training… We detect the points strengths, failures and weaknesses that impact the closing of sales and customer loyalty, to find points of improvement in each of the phases and areas of the company.
If you don’t find what you need, please consult TRM tailored to you or contact us
If you are interested in carrying out the mystery, please fill out the form and send it. We get in touch with you.