Mystery Shopper
From programs that span the world to evaluating service in the shop down the road, OmniTouch has mastered the art and science of Mystery Shopper.
Looking for a proposal or an expert in Mystery Shopping for your company, contact us now! OmniTouch can help you in evaluating various touchpoints including in-person (face to face), over the phone, email and more.
Why Mystery Shopping?
Customer touchpoint environments, whether Face to Face or Contact Centre based, have the opportunity to generate tremendous value for the organization including Customer satisfaction and loyalty, operational efficiency, market intelligence and more.
Traditional methodologies, including Customer Satisfaction Surveys, Transaction Monitoring and Operational Data, provide different 'windows' into evaluating touchpoint performance.
What Mystery Shopper delivers is the ability to preplan very specific types of interactions to assess strengths and areas of improvement in touchpoint performance.
While Customer Satisfaction is a powerful tool to uncover the Customer's reality – Mystery Shopper is a powerful tool to use the outside experience as a window into internal operations and expertise.
In this way, Mystery Shopper adds a complementary window into analyzing touchpoint performance.
What is Mystery Shopper?
Mystery Shopper is a powerful observation based methodology that quantifies strengths and areas of improvement in service and sales delivery. It allows for benchmarking, trending and competitor comparison and should be custom designed to meet business objectives and desired learnings.
Some organizations study compliance based behaviours such as – was the correct email opening used? Were the plasma TVs inside the Service Centre on and working? Did the Contact Centre Agent remind us of the website address at the end of the call? Was the mini-bar fully stocked at check in?
Some organizations study calibre based behaviours – did the Investment Advisor uncover the Customers' needs effectively? Did the Contact Centre Agent demonstrate appropriate empathy with the loss of a mobile phone? Did the Hotel Front Desk speak to us in the language of that hotel’s brand values?
Generally, the best programs incorporate both compliance and calibre based behaviours – with capture of both quantitative and qualitative information that can be translated into actionable business intelligence.
Why OmniTouch International?
Almost any research provider can hire a Mystery Shopper and ask them to visit your store or location, or initiate calls or emails to your Contact Centre. So choosing the right provider can be challenging. In this section we provide our proven capabilities for Mystery Shopper.
- Experience and reach
Whether your program involves straightforward observation or more complex lifecycle scenarios involving multiple 'touches' we can help – as we have done for Clients across Asia Pacific, Europe, the Middle East and the Americas.
Our blue chip experience separates a "good" Mystery Shopper program from a great one – with result packages that deliver more than expected.
For Clients with Contact Centre Mystery Shopper requirements, our acknowledged status as Contact Centre 'gurus' provides expertise and depth in analysis – especially with the global benchmark data we have been gathering over the years. - Benchmark data
OmniTouch International developed and delivers the Global Service Index – the definitive Mystery Shopper based assessment of Contact Centre practices across industries and countries.
This research study data, combined with learnings gathered over years of Mystery Shopper work with private Clients, provides a rich resource for designing effective Mystery Shopper Programs. - Dedicated Service Quality – the OmniTouch Centre of Service Excellence
Unlike many organizations, OmniTouch provides for a dedicated full-time Service Quality team that evaluates and calibrates the findings of individual Mystery Shoppers, before results are finalized and presented.
Our proprietary Centre of Service Excellence is strategically based in Singapore and provides for one stop calibration and analysis of Mystery Shopper programs in more than 15 languages, along with providing a cost effective single point of contact for Client Service. - Our 7-Step design process – we practice what we teach
OmniTouch utilizes a proprietary 7-Step Design process to systematically structure the set up of Mystery Shopper programs. We are regularly invited to teach this process at seminars and training programs around the world.
We strongly believe that no matter how well a program is executed operationally, if the Program design is flawed, final results and interpretation will be flawed as well. - Our Mystery Shoppers
OmniTouch is a globally recognized Training provider with programs in Customer Service and Satisfaction, Sales, Operations Management, CRM, People Management, Leadership and more. This background allows us to help Clients select and define attributes and best practices across all dimensions of the Customer Experience.
When called upon to present to senior management, findings are presented with impact and finesse – it’s got to be a lot more than just reading charts and graphs off a PowerPoint slide deck. - Our Training & Certification heritage
Currently we conduct Mystery Shopper activities in more than 25 countries worldwide in 15 different languages. But we never forget that every program is unique with its own set of objectives, parameters and desired learnings. - Reporting capabilities
OmniTouch offers both online and 'offline' (such as PowerPoint, Excel and ‘raw data’ tables) reporting options dependent on the needs of our Clients.
From our perspective, the design of the Final Executive Results Package should take place at the beginning of the design process. As with the design, reporting should be customized to bring out the desired findings and insights.
And this is where the OmniTouch Magic 20% really shines. In each and every Mystery Shopper Program, there will be learnings that were not planned for in advance – but which were detected and captured through analysis.
This is a key benefit of utilizing our centralized Service Quality Team – full time service and sales experts who know how to find trends which may otherwise elude individual Mystery Shoppers.
Looking for a proposal or an expert in Mystery Shopping for your company, contact us now! OmniTouch can help you in evaluating various touchpoints including in-person (face to face), over the phone, email and more.