Mystery Shopping

Mystery Shopping (Tajný Nákup) is an effective and proved method to get a real picture of how you and your company are seen by your customers.
It is used for an objective inspection of quality of services and company standards on places with a direct contact with customers. The key characteristics of Mystery Shopping is that the subject under assessment is not familiar with the fact that is being assessed as such a knowledge may lead to its atypical behaviour and so to a depreciation of the whole survey.
High-quality Mystery Shopping provides important and valid information about the actual situation and shows positive aspects and potentials to improvement and further increase of quality of services offered to customers.

Mystery Shopping techniques may include:

1. Mystery Call – Methods of Checking of telephone, mail or email contact. It ensures personnel competence, putting calls through, timeliness of mail and other replies prior to the visit of a classified customer itself
2. Mystery Visit - Personal visits made by the assessor – Mystery Shopper. Classified customers visit or contact otherwise the company (hotel, bank, shop, office, car showroom etc.) and behave according to a set scenario. Immediately upon the visit has been completed or the contract has been signed, the classified customer fills out an assessment sheet.

When you can use Mystery Shopping:

1. You want to find out how good the services your employees offer to customers are
2. You want to have information how your customers see and perceive you
3. You want to learn the reserves in the customer-orientation and in the active sale of your employees
4. You want to find out how your company standards are observed
5. You want to motivate and reward based on results in orientation to customers
6. You want to differ positively from your competitors

Where you can use Mystery Shopping:

Mystery Shopping is an important tool of feedback for all companies that put a high stress on orientation to customers. The following belongs to the most often fields of activity where the assessment is exercised:

1. Retail chains
2. Hotels and restaurants
3. Financial institutions
4. Petrol stations
5. Car showrooms and car rentals
6. Telecommunication companies
7. Companies of fast moving goods
8. Estate agencies
9. Companies dealing with direct sale
10. State administration

Why to decide for TOP C Mystery Shopping:

1. We are a company dealing with an education and development of adults, couching and consultancy. Our trainers and consultants are experienced professionals and as such we also approach to Mystery Shopping projects. We establish international standards of Customer-orientation and Active Sale and therefore we are also able to assess such standards objectively.
2. We have many years of experience with Mystery Shopping projects from different fields of activity. We specialize primarily in the sphere of retail sale of clothes, automobile industry, hotel and spa chains, petrol stations and sales chains. Our consultants come from these chains and have many years of experience and knowledge of specification of individual company environments.
3. We carry out Mystery Shopping projects with a team of our employees and neither hire students nor exercise such projects in cooperation with other companies. This approach allows us to maintain a 100% quality of assessors and project performance professionalism. Most frequently, it is also the reason given by our clients why they actually decided to use our company.