• Market research
  • Mystery Shopping
  • Customer experience
  • Social research

Mystery shopper
audits and observations

Type testing Mystery Shopper we implement, when you need reliable information about what customer service is really like. They allow you to see sales and service through the eyes of the customer. To check, whether standards are being met, how employees behave, and what influences the shopping experience. This allows companies to take specific actions where they make the most sense. 

  • Customer service quality survey at POS
  • Telephone service quality survey
  • Self-service quality testing for websites/applications
  • Research on the accessibility of services for people with disabilities (PWD)
  • Verifying the availability of a product or service at POS
  • Audit of offers and promotions at POS
  • Monitoring of implementations and sales campaigns
  • Testing the consistency of service across different channels (omnichannel)
  • Benchmarking competitor service quality
  • Business customer service survey (B2B)
  • Mystery shopper ethnography
Edit Content
  • CAWI – online surveys
  • CATI – computer-assisted telephone interviews
  • CAPI – Tablet-based personal interviews
  • PAPI – paper survey questionnaires
  • Omnibus – multi-topic research
  • Tracking (continuous/wave) – monitoring indicators over time
  • U&A Research – Use and Attitudes
  • Satisfaction surveys (NPS, CSI, CES)
  • Advertising tests (pre-test, post-test)
  • Exit interviews – after the visit or purchase is completed
  • Advertising/product concept tests (pretest/posttest)
  • B2B research - with company decision-makers, buyers, managers
  • A/B testing – comparing two versions
Edit Content
  • FGI – Focus Group Interviews (in-person and online)
  • IDI – individual in-depth interviews
  • Dyads / triads – interviews with 2 or 3 people
  • Ethnography - participant observation
  • Home/workplace ethnographic interviews
  • Customer journey analysis (customer path mapping)
  • Prototype testing (mockups, MVP)
  • Expert panels / Delphi method
  • Desk research and analysis of existing data
  • Non-participant observations (e.g. in branches, points of sale)
  • Participant observation
  • Group interviews with stakeholders
  • Heuristic UX analysis (websites/apps)
  • Insight workshops
  • Co-creation sessions
  • Card sorting
  • Projection questions and tasks
Edit Content
  • Competition benchmarking
  • Content analysis and desk research
  • SWOT analysis
  • Analysis of customer service quality using mystery shopping techniques
  • Tracking the image and position of brands
  • Heuristic UX analysis – expert assessment of the usability of a website or application
  • Customer Journey Mapping
  • Process chronometry – measuring the actual duration of service stages
  • Complaint data analysis / VoC – diagnosing the sources of customer dissatisfaction
  • Standards/Accessibility Audit – Verification of compliance with guidelines or accessibility barriers
  • Sentiment analysis – analysis of moods and topics of expression