Mystery Shopping
Objectively measure your customer experience
Synovate Mystery Shopping provides an objective evaluation of the true customer experience without being clouded by customer expectation and perception. In fact, Mystery Shopping is a critical component of holistic customer experience management strategies and is being utilized by all industries, not just retail.
Global expertise
Our global Mystery Shopping community prides itself on its thought leadership and capacity to innovate. We have developed worldwide mystery shopping protocols to consistently deliver quality results across international borders.
Holistic approach
Synovate Mystery Shopping programmes are designed to effectively link with other customer experience research and performance improvement measures. We can integrate data from various sources (external and internal) and provide strategic and tactical knowledge that drives business performance. Our proven approach links to business results and ensures the right metrics are measured.
Beyond retail
Synovate provides a range of customised Mystery Shopping services to guarantee positive behaviour change. We have worked across all industries, from automotive to technology. Even government agencies, healthcare providers and schools are using mystery shopping to ensure their service delivery chains are functioning within the required operating procedures. As a research tool, mystery shopping has many different applications:
- True and objective customer experience feedback
- Front-line performance improvement measurement
- Integrated enterprise-wide feedback mechanisms
- Tactical business information gathering through auditing and site monitoring
- Business regulation enforcement through compliance testing
- Informing learning & development and driving business change through comprehensive mystery customer interactions
More than just research
Synovate Mystery Shopping experts can do more than simply report the findings. We offer a comprehensive organisational change consultancy to become a truly strategic partner. We provide tailor made, localised workshops that are designed to create action plans rather than just present results.
- Journey mapping using Ideal Customer Experience (ICE) develops programmes that align with your overall customer experience management strategy.
- Insight2Action workshops keep our clients on track in deploying actions from their on-going Mystery Shopping results. We will take you through a process of screening and prioritization on a regular basis to ensure that you are getting maximum efficiencies and ROI out of your programme.
Synovate is a proud member of the Mystery Shopping Providers Association
Contact us for more information about Mystery Shopping.