Archive for the 'Mystery shopping' Category

Published by Roe Smithson & Asociados Ltda in Santiago Chile on 09 Apr 2011

Mystery Shopping

Mystery shopping is an evaluation process of customers. This evaluation of performance provides valuable information to customers about practices on how customers are treated at their shops or offices.

Knowing how their personnel treat customers is important in order to improve the interface with them. Mystery Shopping is also taken place via telephone, in writing or on online.

Mystery shopping as a performance evaluation process can be also used as a source of information of the competition as well.

Mystery shopping performance evaluation process is also important because of improving customer services by learning from own experiences of hidden customers. It also improves product knowledge and advertising of promotions and effective product launches. It is also valuable because of improving selling skills of all personnel involved with customers.

ROE is a marketing research company, leader in providing solutions to all our customers at affordable costs and with precise strategic information to support their market decisions.  Besides, we offer customer experience evaluations or mystery shopping, market investigation, compliance audits, reward programs, competitor shops, pricing audits, business verifications, physical inspections and merchandising, among other important market services.

For more information about ROE Smithson & Asociados,  and all the market services they provide in Chile, Perú, Colombia, Uruguay, Argentina,  contact us right away to stay in touch to one of the best market researchers in the region.  Know more regards mystery shopping, Focus Group, surveys, marketing intelligence, and much more by clicking HERE.

Published by Roe Smithson & Asociados Ltda in Santiago Chile on 16 Jun 2009

Mystery Shopper

mystery shopperMystery shopping is a powerful tool used by Roe Smithson & Asociados Ltda to measure quality of retail service or gather specific information about products and services.

It is a tool that helps you understand what it is like to interact with your company from the customer perspective. Unlike surveys, a trained mystery shopper go in looking for certain things and make detailed observations as the experience unfolds.

The mystery shopper’s experience applied to your company’s needs gives you a custom program that zeroes in on the areas that will be of most benefit to your organization.

Mystery shoppers carry out their assessments based on simple questionnaires to complete audio and video recordings. Some of the common details and information a mystery shopper reports on include:

  • The date and time of the pre-visit phone call
  • The name of the store on each side of the store visited
  • Number of employees in the store on entering
  • How long it takes before the mystery shopper is greeted
  • The name of the employee(s)
  • Whether or not the greeting is friendly
  • The questions asked by the shopper to find a suitable product
  • The types of products shown
  • If or how the employee attempted to close the sale
  • Whether the employee invited the shopper to come back to the store
  • Cleanliness of store and store associates
  • Speed of service
  • Compliance with company standards relating to service, store appearance, and grooming/presentation

Roe Smithson & Asociados Ltda is ready to help businesses with key marketing research methods for the improvement of customer satisfaction, service levels and profitability:

  • Mystery Visits
  • Video Mystery Visits
  • Competitor Visits
  • Telephone Test Calls
  • Exit Surveys

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Published by Roe Smithson & Asociados Ltda in Santiago Chile on 12 Sep 2008

Mystery shopping

mystery shoppingMystery shopping is a performance evaluation process that allows the owners and managers of service organizations to really understand how their customers are treated in their shops, offices or practices, on the telephone, in writing or online. By learning about its customers a company can:

  • Improve its customer service
  • Improve its product knowledge
  • Improve the communication of promotions and new product launches
  • Improve the selling skills of its employees

As a business intelligence consulting company, Roe Smithson & Asociados Ltda offers customer experience evaluations (mystery shops), market research, compliance audits, reward programs, competitor shops, pricing audits, business verifications, physical inspections and merchandising.

We specialize in designing and implementing tailored performance -measurement programmes, which will provide you with the feedback you need regarding your customer-facing staff. The research may be undertaken through a single service or, increasingly, across a number of services to ensure that an overall picture emerges.

Our service works in partnership with your business to increase your customers’ positive experiences and boost your sales. We will help you build and develop a valuable research program in an honest, objective and ethical manner.

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