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MYSTERY SHOPPING

"Your Vision is our Priority"

Mystery shopping is a process in which pre recruited and qualified consumers measure the customer service provided by a company's front line service providers from the view of a normal customer. Companies cannot perfect every aspect of their store and so with the help of Mystery shopping results, you can gain insight into what truly matters for customers, exploring every dimension of the shopping experience and address the issues that are the most important for the customers.

Typical areas we cover in Mystery shopping

  1. 1. Brand Assurance/Compliance Evaluations
  2. 2. Customer Experience Evaluation
  3. 3. Customer/Guest Service Evaluations
  4. 4. Customer Touch Points Evaluation
  5. 5. Signature Employee Evaluation
  6. 6. Brand standards Implementation Evaluation
  7. 7. Competitive Benchmarking
  8. 8. Customer Experience Management
  9. 9. Service Level Quality Assurance
  10. 10. External and Internal Ambiance
  11. 11. Relationship Building Behaviour
  12. 12. Sales/Product Promotions
  13. 13. Sales Technique/Methodology
  14. 14. Cross selling/Up-Selling
  15. 15. Staff knowledge about Products and the Brand
  16. 16. Security Process
  17. 17. Telephonic Interaction Skills

It has the following benefits:

  • Accurate Customer Insight
  • Improved Customer Delight and Satisfaction Index (CDSI)
  • Brings new customers
  • Increase Sales
  • Closes gap between Customer expectations and experience
  • Identifies loopholes in management
  • Improves Customer service levels and sales skills
  • Identifies weaknesses
  • Increases Brand Recall value
  • Maintains consistency of brand
  • Monitors and Measures service performance
  • Improves customer retention
  • Provides feedback from front line operations
  • Monitors facility conditions-asset protection
  • Ensures product/service delivery quality
  • Reduces customer complaints
  • Evaluate your competitors
  • Identify best practices and apply companywide
  • Reward staff for exceptional performance.
  • Develop and monitor employee reward programmes

Our areas of operation touch various domains of the market like Hospitality Industry, Retail etc. and also extend to Sales and Marketing audits and Training initiatives for our clients. We have specifically designed matrices, solutions and training programs to address every domain in all the industries. WeMark uses customized methodologies to assess how customers experience various products and services. We offer customizable and accurate mystery shopping tools in the following sectors: