Mystery Shopping

 When is it used?

When the Ordering Party wants to verify the quality of customer service provided by its company in the natural environment compared to the customer service provided by the competition.

 How is information obtained?

This type of research is conducted on the basis of observing the participants, hence, a situation in which the researcher takes on the role of the customer. ARKET does not use standard scenarios, each Mystery Shopping research is tailor-made to suit the needs of a specific Ordering Party.

 Benefits of the research/analysis

Thanks to Mystery Shopping, the Ordering Party learns how far customer service standards are realised in its branches and how this compares to that of the competition. In advanced Mystery Shopping projects, sales methods and techniques applied by the Ordering Party’s employees and competitive companies as well as the styles of establishing relationships and communicating with customers are subject to analyses.