In order to enable employers to learn the right state and measure the quality of their service and, on the basis of the obtained parameters, improve their business we offer the service of Mystery Shopping.
Mystery Shopping is not focused exclusively on the interaction of the customer/user of the service and staff, but on the overall experience (so-called customer experience management), which, apart from sales staff, also affects space, product, price, service delivery, etc.

MYSTERY SHOPPING RELATES TO THE FOLLOWING MARKET RESEARCH:
• Consumer service,
• Quality of products,
• Selling skills of sales staff, 
• Staff’s knowledge about products,
• Compliance with company procedures,
• Respect of layout in sales facilities,
• Regularity of sales facilities.

SECRET BUYER/MYSTERY SHOPPING TECHNIQUES MAY INCLUDE
• Direct visits
visits to retail facilities on the territory of BiH with a pre-arranged check list of information
• Direct visits to competitors
visits to the sales facilities of the client’s competition with a predefined check list of information
• Phone calls
calling retailers or employed staff for the purpose of assessing the quality of the service that can be obtained by telephone
• Sending emails
email communication in order to check the speed and quality of the answers received in this manner

BENEFITS OF  MYSTERY SHOPPER:
• Raise the level of service quality,
• Increase customer satisfaction,
• Motivate employees to provide the best service to customers,
• Monitor the prices and quality of the services of competing companies,
• Build awareness of the importance of relationships with customers.

Mystery Shopping projects are carried out in accordance with the certificate of the international professional organization Mystery Shopping Provider MSPA (Mystery Shopping Professionals Association) according to the “International Code for conducting market and other researches.”

If you are interested in more information or want us to submit an offer, please send us a query on the contact page.