Mystery Service
Targeted Quality Testing to Optimize Customer Experience and Service Quality
Mystery services enable in-depth testing of existing services and processes. How accessible is customer service? How satisfactorily do service employees answer inquiries? What is the customers' perception of packaging and shipping? Is the experience with the online store satisfactory? What does the competition do? Get answers to these and many other questions through the objective assessment of experienced study participants! Our service for Mystery Research & Mystery Shopping supports you with our international panel in market analyses, quality tests and the direct comparison with competitors. Use the knowledge gained for targeted improvement of service quality and customer satisfaction.
Core Elements of our Mystery Service
In-house Panel
International panel with reliable, experienced study participants; expandable at any time
Agile Operation
Continuous coordination with project management during the entire project phase
Flexible Integration
Easy combination of the complimentary service with existing solutions
Find out What You Have Previously Only Suspected
Mystery shopping is much more than test purchasing in retail stores. Our specially recruited and trained study participants can be flexibly engaged for a wide variety of questions and topics. In close consultation with you, we develop a customized mystery research strategy that finds out what you have long wanted to know from your consumers.
Service Tests With Mystery Research – Examples
Store Checks
How intuitive is your website really? Do your customers easily navigate through your online store?
Mystery Shopping
How easy is it to order from you? Are common payment options available?
Test Orders
Is the delivery process transparent? How are packaging materials perceived?
Mystery Calling
Is the customer service easily accessible? What is the customer service experience like?
Dunning Run Checks
Do implemented dunning processes work? Is the communication process comprehensible?
Data Protection
Is customer information protected sufficiently? Are address data passed on?
Why Mystery Research and Service Checks?
- To get authentic feedback on the customer experience.
- To experience specific processes from the customer’s point of view and uncover weak points.
- To obtain comparisons with competitors, for example regarding similar processes such as payment processing, dunning runs, shipping, and much more.
- To derive concrete improvement actions to increase service quality.
Our Mailagents Panel: Ready to Go for Your Service Check
Size
Over 200,000 study participants worldwide
Care
Setup and support by Spectos
Evaluation
Regular validation and quality control
Training
Individual training of the participants
Motivation
Attractive bonus program as an incentive system
Advantages with Spectos Mystery Shopping and Service Checks
- Authentic feedback about the customer experience at individual process points
- Systematic quality control end to end, from first level support to complete order processing
- Continuous increase in customer satisfaction through targeted improvement actions
- International panel of experienced study participants for specific mystery checks
- Panel recruitment, management and care by Spectos
- Short-term qualitative and quantitative surveys and studies conducted by Spectos own research panel
- Establishment of a key performance indicator system for internal and external performance comparisons
- Flexible extension of existing solutions through mystery service, e.g. transit time measurements, customer dialogue, complaint management etc.
Identify Strengths, Uncover Weak Points: Our Service Can Be Used for These Solutions