Quantitative Research

Mystery Shopping

Fundamentally, mystery shopping measures the quality of customer experience. The parameters to ensure that a customer will have a good experience are:

  • How customers will be greeted
  • What is the maximum acceptable waiting time
  • Was there refreshments offered
  • Were the relevant brochures present at the facility
  • Did the sales person follow a script while explaining the details of the product/service
  • What was the tonality of the sales person
  • Did the sales person identify & understand the requirements of the consumer
  • Was the product on display clean, displayed with good lighting & in an attractive manner

The above are just few parameters we look for when conducting a mystery audit.