Mystery Shopping – What Gets Measured Gets Managed

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Mystery shopping reports are observations and details of real customer experiences that provide your company with the data you need to make the critical decisions that impact your profitability and success.

• Data to know which employees present a consistent, professional image of your company and brand.
• Observations to understand your operations from the customer perspective.
• Facts about customer interactions to support changes that need to be made in your organization.

Mystery shopping reports give you data and information which, when acted upon – or not –  impact your bottom line.

Market Viewpoint offers a variety of mystery shopping options for you to choose from to ‘see’ your customers’ experiences and use these to create a customer experience strategy.

Mystery Visits – If you could be a fly on the wall of your business, what would you see and hear? Taste and smell? You can’t be in all places at one time.

Keep an eye out to be sure your employees consistently deliver the quality service your company’s reputation is built upon.

Mystery shoppers can visit restaurants, retail establishments, banks, schools, child and senior care centers, ride on busses or schedule car services.  Major airports, amusement parks, colleges, and resorts maintain regular mystery shopping schedules to assure their brand and service offerings are consistent.

Market Viewpoint provides mystery shopping evaluation services to a broad range of industries.

Mystery Telephone Calls – A phone call is potentially one of the first experiences your customers and prospects have with your business.

Maintain your high standards of introduction, assistance and follow up with regular telephone call mystery shopping. Whether a front desk, customer service area or corporate call center – we can evaluate and measure the ability of your staff to respond to telephone inquiries.

Want to know what is really being said? Where allowed, calls can be recorded. Real audio recordings are very effective when used for training purposes.

Website/Email Evaluations – Most prospects will ‘find you on the web’ and scope out your offerings before ever talking with anyone in your organization.

Does your website speak to your customer? Can your customer easily navigate your pages? Do your pages tell them what they need to know?

Our website evaluations provide you the feedback necessary to be sure your website provides the information necessary to keep you prospects and customers clicking through to point of purchase.

We also can mystery shop your customer service desk for speed of response time in live chat and email.

Whichever product best meets your needs, Market Viewpoint creates customized programs for each client. Contact us today to learn how we can create a program just for your company!