Mystery Shopping service could easily cause an allergic reaction in company. Read in this article what can go wrong and how a company can avoid it. It is alaso very important to help service staff…
Our approach to Mystery Shopping
Trendline has more than 20 years of experience in training and customer service development. Thanks to this experience, our Mystery Shopping service is focused to find out the areas in the service and sales process what are really relevant. We do not focus so much on the general details as appearance of the employee or cleanness of the service area, but more on the factors in the sales and service communication that affects the business result.
We give objective tools to department managers that can be used to further develop their employees. Visit results offer an opportunity to reward the best employees based on their efforts. You will see in a specific way what the employees are implementing of Your Company’s expectations.
Why is the Mystery Shopping service useful?
Well prepared and objectively focused Mystery Shopping helps to understand the real weaknesses and strengths of employees. This makes it possible to develop employees based on their actual needs. We measure how much your employees are completing Your company’s expectations.
Where are we serving?
We offer our Mystery Shopping full service in Estonia, Latvia and Lithuania and Internal Audit and Customers feedback collecting service all over the world. We use local native speaking Mystery Shoppers in all these regions.
Mystery Shopping areas
We do measure customer service based on stores categorys. We do use different scales (questionnaires) for cashiere, showroom, pop up or restaurant cases.
HOTEL and SPA
We evaluate all different departments. Because the service expectations and service process differs by departments we do use correspondingly realistic questionnaires.
We measure how much sales and customer service communication meets your expectations. We show where are the “leaks” what are preventing to reach better results.
We will map the strong and weak parts of your particular service process. Will give objective details to focus on and to affect customers satisfaction and loyalty.
Will measure your call center or your sales departments call handling skills. Possibility of name-based targeting if working schedules available. Topics based analyses.
Measuring of full proccess of real estate agents activity, starting of leads serving, phone call and e-mail communication quality to the presenting of real estate.
Service to check the asking of ID from the Youth while trying to buy alcohol. Analyse in the platform based on different parameters decided during the preparation process.
Customer satisfaction surveys. Analyse in the same platform as Mystery Shopping. We use combined methods to get the opinion of the wide customer base not just from the fans.
We help employees to stick to the e-mail standards of your company. Will measure how the cases are held in this channel if the customer has chosen it.
What makes our service Unique?
Thanks to our more than 20 years of consulting and training experience, our Mystery Shopping service is objective and realistic.
As part of the preparation work, we create custom questionnaires based on the service- and sales process of Your company.
All of our new Mystery Shoppers will be trained during webseminar to help them to understand the goal of the service and service process. Our Mystery Shoppers provide their service exclusevely for Trendline Analytics. In all Baltic countries we use local native speaking Mystery Shoppers.
Trendline Plartform is a management tool to display the strong and weak areas of sales- and customer service proccess. We develop our proprietary multilingual platform according to the needs of our customers.
We are based on Your expectations to Your employees. During the preparation work, we prepare questionnaires based on Your service standard, on the basis of which we perform Mystery Shopping.
In each country, we use for Mystery Shopping tasks native speakers.
Yes of course! We want to offer a service based on your current needs at any time. When changing the questionnaires, all the comparative information collected on the basis of the previous questionnaires will remain.
No! We use as many different questionnaires as needed during the same test wave, depending on which service situations You want to measure. And even when testing the same department, service situations are different, such as check-in and check-out situations in the hotel or the showroom and coffee shop in Shopping centre.
In this case, there are 2 options. 1. whether the scale is subjective, ie the personal opinion of the test clients is asked (and they are different for each person). Or 2. if the questionnaires are of high quality and objective, the level of service is unstable and uneven. In this case, regular customers also receive different level service.
An internal audit is for “shadow observations” performed by Your company’s head of department, internal trainer, shift overseer, or someone else and enters the result into the Trendline platform. The results of Mystery Shopping (external audit) and internal audit can be compared on the same desktop.
During the preparatory work, we will discuss with you and help you fix service templates. These are the basis for test visits. We create service templates for Your different departments based on the respective service communication. We fix the so-called red and green patterns of behavior. We will start to measure their implementation objectively. Based on them, you can create measurable and realistic service standards if you wish.
Not in Trendline’s case. This is very possible if the questionnaires are constructed subjectively. In other words, if the questionnaires ask for the personal opinion of this particular person (Mystery Shopper), then it is subjective and does not provide special input for development activities. Trendline approach is different. Rather, we objectively measure the extent to which the customer communication of Your employees meets the specific expectations set by the Company. All Trendline Mystery Shoppers follow the principles of the Mystery Shopping Professionals Association (MSPA) Code of Ethics for Mystery Shoppers.
For each job, we use so many unique Shoppers that the same service provider or spot will not be tested by the same test client during the same test wave.
Since we give Mystery Shoppers good training, we want to give them as much work as possible instead of each of them is doing 1-2 jobs in a year and the tests being brittle. Experiences comes from experiencing. Mystery Shoppers experience and skills in naturally monitoring scenarios grow as they work. Our interface helps them to avoid employees who have already been tested (and especially by them).
You can compare both by test waves as a whole and also by one specific measure (question). You can also compare the results of, for example, Estonia, Latvia and Lithuania if you are a company in several countries. In our Platform, You can also compare in detail, for example, the average result of the whole Country (or the whole company) with the result of one department. You can compare all employees by name and see who would need development on which topics, etc.
We have also started large-scale nationwide test waves with only one week’s notice. The speed of getting started depends on how many different service situations you want to measure (ie the time it takes to create and coordinate different questionnaires). Preparation work involves creating questionnaires based on Your service standards and then validating it.
Measuring service does not in itself improve service, but development activities planned on the basis of measurement results. Mystery Shopping should be followed by development activities, either for the department or for the company as a whole.
If the aim is to include the results of Mystery Shopping as a single measure in the employee bonus system, it would be sensible for each employee to be subjected to several tests nominally during the year to measure his or her level. If the goal is to measure the average level of departments on a random basis, then depending on the number of employees, budget opportunities and the impact of departments on business results, a service audit is useful either monthly or quarterly. Certain departments are certainly more critical than others. In our practice, we have partners with monthly Mystery Shopping cooperation, as well as those who do, for example, 2 large-scale waves in a year.