Mystery Shopping
Improve your Customer Service with Mystery Shopping
We provide an accurate picture of the customer service experience, using on-profile people in everyday situations to report on their interaction with front-line employees.
We carry out mystery shopping research:
- In person, for retail and service outlets - such as restaurants - with video mystery shopping if needed
- By telephone, for call centres or outlets
- Online, for websites
Our mystery shoppers can assess premises, product availability and knowledge, process delivery and passion for service. We provide an end-to-end service, including questionnaire design, fieldwork, quality control and final reporting.
Benefits of Mystery Shopping
Rapid, relevant and actionable insight into the service experience of your customers.
Emphasis on where you can improve service delivery for your customers, increasing loyalty, advocacy and – ultimately - profit.
Why choose Grass Roots Mystery Shopping?
Our panel of over 90,000 Mystery Shoppers ensure that we can replicate client customer profiles and demographics, including age, ethnicity, household income and disability, on a national level.
We adopt a highly creative and user-friendly approach, working with you to ensure your programme materials are engaging and completely on-brand. We deliver intuitive and high impact mystery shopping reports that focus on employee action and engagement.
Our leading quality standards ensure that our in-house quality control team performs 100% checks before we release any client data or reports; and we are proud of our upheld client appeal rate of less than one per-cent.
Mystery Shopping clients include:
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