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Mystery Shopping

Mystery Shopping is a survey by professional mystery shoppers, who are pretending to be normal customers. They visit shops or facilities, and from the viewpoints of customers and professionals, make objective and fair evaluations of the service levels. They will make a report on the strengths and weaknesses that should be overcome, of the shops or facilities.

Effectiveness of Mystery Shopping

1. You can get better CS grade

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Because reports of mystery shoppers provide feedbacks based on what are actually happening on the spot, it will be very clear and acceptable message for front line stuffs, clearly show “what to do” and make it easy to implement activities aiming higher CS point. Also, by quantifying the degree of service level, you can get a clear perspective on the issue, and goal setting will be easier for you. When you continue the survey periodically, you can see the progress clearly.

2. Brand value survey

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“Branding” is one of the most important issues for many companies. They are really concerned about “to whom”, “what” and “how”. By employing Mystery Shopping, you can see differences between the value of you brand, which you aim for, and the value which customers actually think.

In short, Mystery Shopping is a method to clarify the issues managements want to know.

Client

Mystery shopping Mystery call
* Hotel
* Luxury brand shop
* Fitness club
* Large commercial facilities
* Hospital / Dentist
* Travel agency
* Railway company (research on service at station)
* (Premium segment) Car dealer
* (Premium segment) High-rise resident
 * Call center for bank
* Call center for insurance company
* Call center for cosmetics sales company
* Hospital
* Call center for large commercial facilities
* Hotel

Features of our Mystery Shopping

* We pick up experienced, best fitted　mystery shoppers to your purpose.
* We provide sufficient training to them.
* In case more than two shoppers are involved, we level the scale of evaluation between them.
* For non-Japanese clients, we can provide research items, implementation and report that go along with Japanese culture and customs.
* With report, we can make proposals to solve issues. If you request, we can also support your activities.

Here shows our procedure to proceed

Mystery Shopping (also Mystery Call). Please call us for detail.

Detailed items to be surveyed for Mystery Shopping and Mystery Call should be determined through in-depth hearing with client.

Will be performed by mystery shoppers.

Quantified evaluation, with actual case examples.

We submit proposals for better customer satisfaction with actual case examples.

Tree of Gems is a member of MSPA
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