Retail Mystery Shopping
RETAIL MYSTERY SHOPPING BENEFITS
1. On-site mystery shoppers verify in-store customer experience.
Evaluate the customer experience your business delivers with SeeLevel HX, the leading mystery shopping company in North America. Our guided retail secret shoppers can help you identify how your employees engage with customers on a day-to-day basis. Your team members are your brand representatives, and how they treat both new and potential customers affects your brand reputation and brand loyalty.
With our mystery shoppers, you can discover:
• How your employees treat your customers in a typical day
• How your employees treat customers during peak hours or seasons
• If employees treat regular patrons differently than newcomers
• How employees deal with irate customers
• How to improve retail services
• And so much more!
2. Employ best practices in measuring customer satisfaction.
Get creative and unlock the many advantages of using our database of 792,000 mystery shoppers to best measure your customer experience as a whole. With 90+ years of combined experience, our experts at SeeLevel HX know how to design and execute industry-leading, customizable customer measurement programs. Use our database, expertise and wide variety of tools to complete tasks specific to your needs, including mobile app testing, social media monitoring and competitive analyses.
MORE RETAIL MYSTERY SHOPPING INSIGHTS
3. Access real-time data and valuable insights quickly and efficiently.
Time is of the utmost importance in your industry, which means you need to be able to make quick, well-informed decisions that will positively impact your organization. With retail mystery shopping conducted by the leading mystery shopping company, you will receive essential analyses, reports and dashboards quicker and more efficiently than if they were completed by any of our competitors.
Simply share your brand’s KPIs and target audiences with the SeeLevel HX team, and we will formulate a shopper profile most appropriate for you.
Then, we will recreate a wide range of customer experience scenarios with our mystery shoppers, launching new, innovative programs within two weeks and offering you reviewable data in as little as two days. Use our feedback to improve retail services, reward good behaviors through rewards program or develop training courses that will bolster your CX service. No matter what you do with the data received, rest assured knowing you have reliable and proven data to lean on and make informed, data-driven decisions to grow your business and enhance your customer experience.
4. Gauge and analyze front line behavior with retail mystery shopping.
You can also measure and improve employee compliance at all stages of customer interaction with retail mystery shopping. Using techniques like instant rewards and positive feedback, we have successfully turned around front line behavior for our retail clients in a matter of weeks. We value discretion, which is why we devise programs that do not interfere with daily operations or employee relations.
WHY USE SEELEVEL HX?
Employing Best Practices
Measuring customer satisfaction is no easy task, which is why we use a wide variety of tools. We incorporate a broad range of considerations and scenarios in our programs and deliverables.
We incorporate widely used metrics that capture the essence of human experience without overcomplicating it.
Actionable Insights
Aside from reliable statistics and digestible infographics, we include actionable insights in our reports which you can readily apply to your organization. You can incorporate these insights into your strategic decisions to create more customer-centric campaigns and products.
Timely Data Delivery
See Level HX understands how vital time is in delivering data for decision making. Our retail mystery shopping service can be deployed even in the narrowest time frame required by our clients.
We see to it that our reports are delivered in a timely manner to enable decision-makers to apply the necessary improvements in the quickest time possible.
RETAIL MYSTERY SHOPPING SERVICES
1. Manpower Integrity
All your stores but one are hitting expected revenue targets. There have been issues reported by a number of employees at this underperforming store that lead to loss of sales. What you need now is to understand where the difficulties lie so that you are able to work with your employees to improve the stores’ performance.
Our retail mystery shopping services can be used to look into Loss Prevention issues as well. We help identify the issues that cause customers to leave your brand. See Level HX can work directly with your human resources department in order to understand the execution of training programs on the ground and at the point of sale.
2. Competitive Intelligence
It’s not only your business that can be assessed by our retail mystery shoppers. See Level HX also offers a way to give you a comprehensive report on how your competitors are doing in terms of customer service, pricing, promotions and products.
We give your business an edge by identifying the strengths and weaknesses of your own brand and your competitors. Benchmarking your performance with competing businesses can help improve your brand’s overall performance and provide strategic direction. Understanding the landscape allows you to invest wisely and direct the future of the business strategically.
3. Online User Experience
Websites and social media are now the main sources for accessing information and obtaining feedback from consumers. Your online presence has become a major force in driving customer satisfaction.
SeeLevel HX offers retail mystery shopping services exclusively for assessing online performance, user-friendliness, user experience and efficiency. Physical and online interactions should receive the same level of importance, and we can help you meet those expectations.
We use the UX metrics appropriate for your brand to conduct our surveys for online channels, enabling us to identify areas to capitalize on and improve upon for a seamless online customer experience.
4. Shop and Location Auditing
A brand’s success doesn’t rely solely on product quality and customer service. Location and shop design both play an important role in brand satisfaction. Your company’s environment as a whole – the colors of the walls, the lighting, the space, the arrangement of shelves, and even the scent of a store – can all affect customer experience.
The location and the store’s ambiance should mirror each other to give customers the experience they’re expecting to receive. Our retail mystery shopping services can help ensure your shops utilize the right combination of both.
5. Brand Standards
Every brand has their own operational standards that must be followed in all stores, whether company-owned or franchised. Ensuring brand consistency across all stores encourages compliance to brand standards which results in higher customer loyalty.
See Level HX’s retail mystery shopping services can be used to objectively assess brand compliance among your chain stores. We can help evaluate practices for handling money, food safety, inventory control, material promotion, and most importantly, customer service.
6. Retail Mystery Calling
Telephone lines are quite effective for handling customer complaints. One of our retail mystery shopping services delves into assessing this communication channel to ensure that customer concerns are handled properly and in the most effective manner.
Customer representatives are trained to handle these complaints and we are here to evaluate the way that they were trained. Often we focus on the handling of irate customers, answering questions, escalating issues and promoting brand offers. Ready to measure and validate your CX through mystery shopping? Contact us today to schedule a free consultation with our team.