Mystery shopping is a market research method used to evaluate customer service and the overall customer experience in a company. This is usually done by dispatching a “mystery shopper” – a person posing as a customer to interact with staff, assess service quality and provide detailed feedback if necessary. It is a valuable tool for identifying areas where employees need additional training or where customer satisfaction can be improved and customer loyalty strengthened. However, test purchases can also be used, for example, to check compliance with company policies and procedures.
Mystery check picture
test purchases
A Brief History of Mystery Shopping
The first documented mystery checks took place in the 1930s (e.g. JW Marriott, Mystery Guesting) and 1940s (e.g. WilMark, integrity tests). From the 1970s, mystery shopping was used by a rapidly increasing number of companies in a wide variety of fields, including
Retail (e.g.: clothing, groceries, automotive…),
hospitality,
healthcare
Banks and financial service providers (e.g. credit cards, insurance companies, mortgage lending…)
In the past, mystery shopping was mainly used in the B2C area, but the number of B2B test purchases is constantly increasing.
Qualitative and quantitative B2C or B2B mystery shopping
With test purchases, you have your finger on the pulse of your customers and competitors. We offer mystery shopping projects both in the consumer area (B2C) and in industrial B2B markets.
We only deliver high-quality data that supports you in your daily work and strategic planning. The quality of our data is extremely important to us. After all, you can only make far-reaching decisions about the desired customer journey, product pricing, sales promotion measures or sales structure… on the basis of absolutely valid data.
Of course, quality also has its price. After all, you get what you pay for. Talk to us. We provide you with methodical solutions for every budget. Hotelchecks