Mystery Shopper Investigation Service
Perfect location, experienced staff, and great products or services at fair prices. What else could be missing? Why does the top spot keep eluding you?
Mystery shopping could be the missing piece. Gain objective insights into service quality, policy compliance, and the overall customer experience with the help of our investigators, revealing what you may not have noticed before.
What is Mystery Shopping?
Mystery shopping is the act of evaluating service quality, policy compliance, and the overall customer experience of a store or institution. An investigator, or a mystery shopper, conducts the mission by disguising as a regular visitor to keep their intention hidden from the staff.
By keeping their identity discreet, all the information gathered can remain objective. This in turn reveals the true nature of the store or mannerism of the staff toward all customers, without the staff giving any special treatment or exaggerating services.
Why Does Hiring a Mystery Shopper Matter?
Despite your good intentions, there are times when reality doesn’t match with what you know. This is where hiring an investigator to be a mystery shopper matter, helping you to:
Detect Internal Fraud or Policy Breaches
Internal fraud or policy breaches can be as simple as an employee failing to provide a receipt after a purchase. An investigator posing as a regular customer can help verify this as part of an accountability check, ensuring that employees follow company policy.
Enhance Employee Performance
True employee behaviour is best observed through genuine customer interactions. When supervisors are present, employees may naturally adjust their conduct, making it harder to identify strengths or areas for improvement.
Improve Overall Customer Experience
No matter how excellent your products or services are, customer experience still plays a role in shaping buying decisions. A mystery shopper can provide an objective evaluation and identify oversight gaps, helping you to continuously improve toward excellence.
Protect Your Business Reputation
Business reputation is built on customer trust, encompassing positive experience, consistent service quality, and ethical practises. A mystery shopper helps you monitor these factors from a customer’s perspective, ensuring your reputation stays strong.
Our Mystery Shopping Services
Retail Store Evaluations
It involves an investigator who acts as a regular customer visiting your store and running a check on cleanliness, customer service, product availability, and more. The unbiased insights can help you identify oversights and improve for the better experience.
Hospitality Assessments
Hospitality is best evaluated through the eyes of a real customer. An investigator who’s assigned as a mystery shopper will document the treatment they receive while visiting your establishment, giving you objective observations from the customer’s perspective.
Product Knowledge Evaluation
Excellent product knowledge of your staff shapes customer’s trust and buying decisions. Our investigators can help you assess this by asking the necessary questions and documenting responses for your review, helping you decide on further training needs.
Employee Behaviour Monitoring
Sending an investigator disguising as another customer can reveal genuine employee behaviour during working hours. You’ll be able to see whether or not they idle, show any sign of dishonesty, or treat customers unequally.
Online Mystery Shopping
As shopping moves online, customer experience and service quality must remain aligned. Our mystery shoppers assess your customer service by posing as buyers and, when appropriate, raising complaints to observe how staff respond.
Why Choose Us as Your Investigators?
Experienced and Trained Investigators
Our investigators are intensively trained to conduct discreet assignments, including acting as mystery shoppers for your store or institution. We deliver objective, unbiased insights from the customer’s perspective to help you continuously improve.
Customised Programmes Across Different Industries
Whether posing as a regular store visitor, a bank client, or an online shopper, our services are customised to your needs. We take time to understand your objectives and develop a plan to evaluate and gather genuine insights.
100% Confidential and Compliant
Rest assured that your confidentiality is safe with us. Through extensive investigative measures, we’ll keep your mission private from employees under observation. Our investigative services are also fully compliant under relevant laws and regulations.
Comprehensive Reports with Actionable Insights
We’ll compile all the evidence gathered and turn them into comprehensive reports, complete with actionable insights—equipping you to take the necessary decisions to improve customer experience and ensure your business reputation remains strong.
How Our Mystery Shopping Programme Works
Initial Consultation
We’ll begin with a consultation to understand the nature of your business, discuss your concerns, and clarify your expectations. You’ll also be asked to provide a checklist of factors you’d like us to inspect in your establishment.
Custom Scenario Development
We’ll further develop the undercover scenario to inspect your business. Consisting of a realistic customer journey and tailored tasks, questions, and observations, the plan is designed to appear genuine without raising any suspicion.
Undercover Visits & Interactions
With the predetermined roles and tasks, our investigators will conduct undercover visits to your store. Backed by extensive training, they’re skilled at keeping the interaction realistic to ensure genuine response from your staff.
Evidence Collection
Evidence such as photos, videos, and notes serve as proof of service quality, employee behaviour, and the overall customer experience. By leveraging the latest technology and investigative skills, we ensure evidence is collected discreetly.
Detailed Reporting and Insights
A detailed report, including visit times, evidence, and descriptions, will be provided at the end of the process. We’ll also deliver actionable insights to help you make informed decisions that enhance your service quality and customer experience.
Who Needs Mystery Shoppers?
Retail Stores
Mystery shoppers provide retail stores unbiased feedback on their service quality and overall experience. Genuine insights from a customer’s perspective help gauge staff performance, identify training needs, and address weaknesses before they impact the business.
Restaurants & Cafés
Excellent hospitality, food quality, and service efficiency are crucial for restaurants and cafés. Hiring mystery shoppers to conduct undercover investigations can reveal whether staff and the establishment meet these standards.
Hotels & Hospitality Businesses
Guest comfort is paramount for hotels and other hospitality businesses. Our mystery shoppers can help you monitor staff professionalism, facilities, and room standards to ensure they meet the expectations for guest satisfaction.
Banks & Financial Institutions
Service quality, excellent problem-solving skills, and regulation compliance are among crucial parts of banks and financial institutions. Our investigators can disguise themselves as clients to gauge whether your staff handle requests with professionalism and accuracy.
Online Businesses
Despite lack of face-to-face interactions, service quality and customer experience remain necessary for online businesses. Our mystery shoppers can help you gauge your staff’s professionalism and responsiveness when handling enquiries, orders, or complaints.
Secure The Top Spot. Start with Consultation Today!
Competition has become increasingly intense. Simply providing great products or services won’t cut it anymore. Customer experience, service quality, and trustworthiness significantly influence buying decisions, beyond the products or services offered.
We’re here to help you improve with the support of our mystery shoppers. Disguised as regular customers, our investigators will help identify gaps and oversights, allowing you to make informed decisions to enhance performance and stay ahead of the competition.
FAQs
1How much does a mystery shopping service cost in Singapore?
The cost of mystery shopping will depend on the objectives and project complexity. Consult us for a quote.
2How long does a mystery shopper report take?
Depending on the assignment complexity, our mystery shoppers usually take between a few days to several weeks to compile the reports and provide actionable insights.
3Does a mystery shopper come in just once, or return for multiple visits?
The visit frequency will depend on your objectives. Some assignments only need a single visit, while more complex tasks may require multiple visits to gather more information and the evidence needed.