Mystery Shopping

MYSTERY SHOPPING

How we can help?

Mystery shopping is a form of analysis in which mystery shopping companies send people,also known as secret shoppers, to visit sales locations e.g. showrooms, stores,hotels etc and make sales transactions. This helps to measure overall quality of customer experience and make improvements based on the findings.

In your store, even the smallest deterioration in the speed of service can lead to less customers.We use trained and tested secret shoppers in every geography reinforced with our quality assurance teams to make sure every visit counts in order to analyze the excellence of your customer experience.

Our Mystery Shopping Solutions helps you to:

  • Consider your CX objectives and apply an optimized approach to achieving improvement through bespoke measurement solutions.
  • Deliver physical and digital measurement requirements in over 100 markets around the world using our trained evaluator panel.
  • Design reporting dashboards to communicate performance and priorities that drive enhanced customer experiences.
  • Track actionable outcomes to maximize programme benefits and ROI for our clients.
  • Deep dive into results and data to identify insights and opportunities for further improvement.

Customer Experience (CX) Management Services

OUR CX OFFERINGS

Program consultation and design

  1. Establish objectives, scope and priorities
  2. Recommend optimised solutions
  3. Engage and co-create with stakeholders
  4. Design Programme Standards, Specifications and Site List documents
  5. Obtain and apply localisations
  6. Obtain client sign-off

Data capture and action tracking

  1. Track and monitor field working
  2. Quality assess every assignment
  3. Respond to any frontline enquiries
  4. Allocate action tracking and monitor
  5. Escalate outstanding actions as required

Program creation and delivery

  1. Set up Quality Assurance systems
  2. Evaluator Recruitment + Training
  3. Certify evaluators
  4. Set up KODOhub mobile application
  5. Schedule auditors to complete tasks

Reporting and analytics

  1. Generate all site reports and dispatch
  2. Populate GDX interactive Bi reporting tool
  3. Undertake analysis of data collected
  4. Generate QBR (quarterly) reporting
  5. Present insights to stakeholders
  6. Apply learnings to enhance future waves

Mystery Shopping

What makes us different?

  • As one of the best international mystery shopping companies, we have been market leaders in CX Management for 26+ years with a global coverage in 100+ markets.
  • Our inhouse system and platform methods ensure a unique solution for each of our clients.
  • KODOhub application to monitor activity and capture data directly from our evaluators.
  • GDX platform to communicate results, track performance and facilitate enquiries.
  • Localization tool to manage ‘glocal’ needs.
  • KODO-CX app to deliver mobile reporting requirements to your territory managers.
  • We are part of Sonata Software – India’s fastest growing IT Services business, with 5000 passionate technology professionals worldwide.
  • We have strategic ongoing partnership with our clients and ISO9001 certification for quality assurance.
  • We have full omni-channel capabilities that provide bespoke end-to-end customer journey insights and analytics that drive meaningful change.

Frequently Asked Questions

What is Customer Experience?

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

RELATED SERVICES

Looking for other services that can help you complete your CX experience? Have a look at our services offerings

  • Competitor Mystery shopping - using a brand agnostic approach to assess how one organization compares to another.
  • Online / Omni-channel Mystery shopping - understanding the entire customer journey across channels.
  • Voice of Customer Surveys - providing a different perspective on your experience offering, Voice of Customer surveys work extremely well in conjunction with mystery shopping to understand both the specific needs of your customers, in conjunction with how well your teams are performing in the delivery of your own differentiated service offering.

Sonata CX is a global technology company specialising in customer experience CX measurement, platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. It has presence across USA, Canada, EMEA and APAC regions. If you would like to know more on how we can help you, please fill out the form.