“Mystery Customer Research” is the act of pre-training professional or real customers to measure their service processes and report their experiences in detail and impartially. The “Secret Shopper” is someone with a sharp memory. He is a good observer and likes to share his experiences. During mystery shopper inspections, he behaves as he does in normal life, and employees cannot understand that he is a mystery shopper.
Soneks Research company develops different scenarios for companies with mystery shopper research and subjects companies and their competitors to detailed analyzes by passing them through detailed audits and evaluations. The sectors we serve in mystery shopper investigations are health, finance, retail, real estate, pharmaceutical, textile, food, automotive, GSM, durable consumer public transportation, electronics, etc. carries out mystery shopper audits, evaluations and analyzes in many sectors throughout Turkey. As a research company, it is ready to provide professional services to institutions in need with the database it has created throughout Turkey in mystery shopper research.
Mystery customer research;
- How much knowledge the staff has about the services,
- To what extent the rules of the institution are applied,
- How effective are the trainings?
- Attitudes and behaviors of staff towards customers,
- The attitudes and behaviors of the personnel towards each other in the subordinate-superior relationship,
- Cleaning reveals the effectiveness of visual and auditory announcements.
Ath the same time;
- It allows the evaluation of the layout.
- It improves products and services.
- Identifies training needs and opportunities.
- Eliminates existing weak spots.
- It increases the motivation of the employees.
- It helps to get rid of job blindness.
- It contributes to the development of brand perception and image.
- It contributes to creating loyal customers.
- It increases customer satisfaction.
- It supports the increase of sales.
- It contributes to accurate performance evaluations.
Mystery customer business processes;
- Determination of corporate auditing standards,
- Determination of mystery shopper standards,
- Preparation of the audit scenario,
- Preparation of the evaluation form,
- Determination of performance scores,
- Determination of inspection frequency,
- Preparation of results in Excel and Powerpoint environment,
- Branch and general based categorical scoring,
- Success percentages and success ranking,
- Branch-based inadequacies, opinions, suggestions and comments,
- It ends with the opportunity to perform multiple analyzes with smart maps prepared in Excel.