What is a Mystery Shopper Investigation?
A mystery shopper investigation is a services provided by SPI to assess the quality of customer service provided by a business or organisation. The investigation is carried out by our undercover private investigators who pose as regular customers and evaluates the service provided by the business. Our mystery shopper private investigators may visit the business or organisation multiple times, interact with employees, make purchases or ask for various services. SPI also document our observations, such as the cleanliness of the premises, the friendliness of the staff and the accuracy and speed of the service. The objective of our mystery shopper investigations is to provide the business or organisation with an clear assessment of their customer service but also identifying strengths and areas for improvement. Investigation findings can be used to improve customer service training and policies, enhance employee performance but ultimately improve customer satisfaction.
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What Does an Undercover Mystery Shopper Look For?
An undercover mystery shopper investigation is merely a service provided to highlight and evidence what a regular customer would experience when visiting an establishment. The difference is we provide a fair and detailed report of our experience on completion of our visit, and make reasonable recommendations on how to improve but also give praise where deserved. SPI detail the whole experience from first approaching the establishment to utilising the services and amenities available. We give a clear snapshot of how a business is performing operationally, which can then be repeated at different times of the day or different days of the week. We can also keep an eye out for anything specific a business owner wants us to look for which can be disclosed during the initial consultation period. See below the general list of areas we report on for our Mystery Shopper Experience services which we provide for businesses across the West Midlands and East Midlands. Mystery Shopper services can be utilised for all types of business settings, but we have based our list around a restaurant setting.
The Approach
The mystery shopper experience service starts on the initial approach to the establishment. A business wants to be inviting from the outside to get its customers on the inside. Is the frontage well presented? Is the area clear of litter? Are promotions on display? Are the windows clean? Are bins overflowing? Are the external chairs and tables setup and well presented?
The Grand Entrance
Now we are in, we hope to greeted quickly by a friendly and professional member of staff. We will be looking at the general presentation of the establishment, cleanliness of floors, tables and staff, and staff proactiveness. Have we been made to feel welcome? Have we been asked if we have any allergies they need to be aware of? Is there a table prepared and ready for us to sit at?
The Product
The setting is important, but the product itself is the most important. Is everything on the menu available? Does the waiter or waitress have knowledge of the product/meal being served? Has the meal been served in good time? Is the food to the expected standard? Are condiments available? Has the waiter or waitress check if everything is okay with the product? Have our drinks been topped up?
The Exit
The final phase of our mystery shopper experience investigation is where we look at all the other things a normal customer would encounter whilst in a restaurant establishment. Did the waiter or waitress clear our finished plates in good time? Was the bill brought to us in a reasonable time frame? How are the ablutions looking? Have we been made to feel as though we want to come back?
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Reporting our Mystery Shopper Experience Services
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As mentioned, our mystery shopper experience investigations are designed to give a full and honest review of the establishment we visit. Our reports will highlight everything we have witnessed from start to finish which will naturally position business owners in informed positions on how to improve their operations or praise staff who are performing to, or exceeding expectations.
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Our mystery shopper reports will be categorised with details and stills imagery to evidence our findings. We list the operational positives and negatives of a business, but we also provide constructive recommendations on how to improve.
Standards of Our Undercover Mystery Shopper Experience Investigations
Professional
Our undercover mystery shopper experience services are delivered with integrity and professionalism on all accounts
Ethical
Our private investigations are conducted with robust ethical standards and accountability at all levels
Compliant
The mystery shopper experience investigation services we provide are in compliance with UK privacy and data protection laws
Quality
A quality service at a cost effective price is what we deliver with both our private investigations and corporate investigations
Setup Your Undercover Mystery Shopper Investigation
Sentry Private Investigators are on hand to deliver professional undercover mystery shopper experience investigations to businesses across the West Midlands and the East Midlands. If you have any concerns around how your businesses is operating whilst you are not there, contact Sentry Investigations Ltd to provide a clear picture of how things look in your absence. At SPI we believe in fair pricing for investigative services. This means you will receive a professional and comprehensive investigation service at a cost effective rate. To arrange your own mystery shopper investigations, call us now on 01217691626, or email us at info@sentryinvestigations.co.uk for your free, no obligation consultation.