Mystery Shopping Platform
In our Platform every customer can assigne what aspects to measure and what aspects of service and sales process to analyze.
External and internal audit on the same dashboard.
Department managers can see only the results of the respective department and all its workers.
Analyzable time period can be selected by choosing a previously set period or by manually choosing the desired months.
a detailed analysis of the corresponding selection opens.
The dominant choices are either green (positive side) or
red (negative side).
The results also show the % of cases of the corresponding
HELP TEXTS are also displayed next to the questions to make it easier for managers to provide feedback.
We agree on the questions, help texts and values of the choices during the PREPARATION PERIOD.
When creating questionnaires, we'll happily consult, but You decide.
Your house - Your rules.
For example compare the results based on the language of the customer.
Or compare the results based on whether any additional sales were or were not made.
Or analyze, how ATTITUDE (smile) is related to the implementation.
Differentiate between experienced and new workers to evaluate the effectiveness of onboarding training.
For example in hotel reception department You can analyze the differences between check-in or check-out situations.
Because of the different nature of service communication we do use a diferent questionnaires and service templates to measure these situacions.
For example, it is possible to compare the results of each individual department with the average result of the entire company.
For example HOTEL category "Catering" can include departments like Restoran, Lobby Bar, Café, etc.
Categories can be used for regional separation by countries, counties, cities or other regions.
SHOPPING CENTERS can use categories like CLOTHING, FOOD, ELECTRONICS, etc.
The amount and names of the categories are custom-made for each client.
That way You can compare individual departments with the average of their respective categories.
For example to see, how service standards are applied when nobody is watching (Mystery Shopping) compared to when an internal auditor or department manager is overseeing the employees.
Information questions like the length of the line, language, conversation topic (product), name tag, conversation time, etc. don't impact the result, but can help understand the context better.
General questions are chosen during the preparation period and are customizable for each client.
This enables for departments to focus their development efforts on topics where it's needed the most.
Visual comparative using the same metrics.
Watch a video
Following video (3:14) will give You a short overview of the features that our Platform can offer Your company.
Use Full Screen and Pause/Play functions, for more in-depth analysis.