Mystery Shopping Programs
Mystery Shopping Measures It All
Mystery shopping is fact-based and truthful, making it the best way to understand your business from your customer’s point of view. Use qualified field evaluators to think, act, shop, and interact with your stores, locations and staff exactly how your customers would.
Get access to a database of more than more than 800,000 verified mystery shoppers, compliance auditors and panelists, providing coverage in over 18,000 cities across the U.S. and Canada, and 180 international countries, bringing the ability to deploy quickly and efficiently, to meet the needs of these fast-changing times.
Whether your business is restaurants, event venues, sports teams, car dealerships, airports, banks, hotels, retailers — use a team with experience in just about every industry. Leverage thousands of points of data, analyze it for trends, challenges, opportunities, and then get expert consultation on how to go from good to great.
Onsite Mystery Shopping
Brick and mortar stores allow customers to form real life relationships with your brand, but the in-person experience and expectations are much different now. With onsite mystery shopping services you will get proven solutions with a custom-designed program, to ensure you are meeting those.
- Get improvements to the customer’s experience with your brand
- Understand your competitive advantage
- Get more than just data. Get a plan
- See the effectiveness of your training
Digital Mystery Shopping
Digital mystery shopping is about the entire online customer journey. From the first touchpoint through repeated purchases, what are the CX drivers causing customers to return again and again, or abandon and go to a competitor? Mystery shopping your digital experience will improve it by:
- Understanding the ideal navigation structure of your website
- Determine the reason for cart abandonment
- Ensure brand messaging is uniform from start to finish
- Improving cross selling strategies and product upsells
Video Mystery Shopping
Video mystery shops capture real customer interactions as they happen. So you and your team can see and hear exactly what it’s like to experience your brand through your customer’s point of view. It’s the best way to monitor and measure the actual experiences against your benchmarks, in order to take associate performance to the next level. When you partner with IntelliShop, you’ll receive:
- Reality-driven feedback and actionable insights
- Content for best practice videos
- Access to our certified video evaluators and high-quality video equipment
Telephone Mystery Shopping
Phone calls are increasingly important for engaging new and existing customers, as they are often the first experience with your brand. IntelliShop helps ensure your contact centers, physical locations, and automated phone services are working well, making a great first impression, and moving customers through your sales and service processes. The moment that phone is answered, the customer on the other end is deciding if they want to choose you or your competition. IntelliShop can help you:
- Provide a SWOT for your phone call sales and service processes
- Get consistency across call centers
- Learn how physical locations react to phone calls
- Test the real effectiveness of your automated phone services
Unparalleled Industry Experience
Our experience provides a deep understanding of what brands must do to ensure success with mystery shopping programs. Get guidance on how to get the largest ROI from your program and see how it improves your stores' performance.
Proprietary Shopper Panel and Execution
We have the largest panel in the industry with more than 800,000 verified independent evaluators. Not only can we get everywhere you need us to be geographically, but we can do it with the right person, at the right time, with appropriate rotation.
Certified Team of In-House Experts
One reason we've won MSPA's Shopper Choice Company of the Year for six consecutive years is that we do not use any outsourced providers for any aspects of evaluator recruiting, scheduling, certification, or contact. We maintain tight control of this critical quality process.
We Serve the Client Above All Else
Our Client Services Teams have more than 50 years' collective experience in our industry. We provide you with a dedicated, tenured, in-house team that will oversee & ensure the success of your program. We'll never just hand off data, we'll bring insights, meaning & partnership.
QSR Increases Sales Through Customer Experience Reporting
An industry leading chain of more than 2,200 quick-serve restaurants had the need to gain immediate visibility and a thorough understanding of their customer experience.
$13M Additional Sales |
+2% Same Store Sales Year Over Year |
“ IntelliShop offers the most reliable and highly trained shoppers in the industry. Their attention to detail and timely execution of projects is why we’ve been working with them for over 12 years and the reason they are our trusted partner. ”
“ IntelliShop has great client services managers. They work hard and put the client first, always. They worked hard to meet our constant requests for change and improvement and provided a friendly and non-combative response, even when we pressed them hard. ”
“ IntelliShop does a wonderful job handling all of our needs. I'm glad they look after FCA! They are one of the best partners that we work with. ”
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