Mystery shopping is a qualitative research method which consists into getting valuable information about customers, satisfaction and ways to improve loyalty.
Mystery shopping can also be applied as a quantitative method if the sample is statistically significant. Brand Behavior is investigating the sales process, the quality of services, the marketing, the training of sales representatives and employees of a company, the way the company presents itself, the quality of the offers, and so on.
Mystery shopping has several ways to apply. One way is through the physical presence of mysterious customers at a particular location (such as restaurants, hotels, different points of sale, shops, supermarkets, pharmacies, hypermarkets, DIY shops, etc.). We are conducting also phone surveys with the company for which the study is being conducted, observation surveys (with mystery observers), or by e-mail.
Through mystery shopping, market research experts from Brand Behavior offer an objective assessment from the perspective of current and potential customers regarding marketing and promoting any brands, products and services, identify the weak and strong points of the relationship between the seller and the consumer, obtain information for a rigorous SWOT analysis, identify ways to improve employee satisfaction, ways to improve communication, and different ways of positioning.
Brand Behavior collaborators who play the role of mystery shoppers or observers are carefully selected, according to the type of products and services offered by our clients. Our interviewers complete an evaluation grid that highlights the points to be improved, the availability of staff, the quality of the reception, the advice, the decor, the ambience, the availability of the brand, the available offer and the services offered.