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INGROUP’s Mystery Shopping Team helps you get an objective understanding of your customer’s experience, through sophisticated models and procedures that contribute considerably to improving customer care according to brand standards.
Mystery Shopping is the procedure-tool with the objective to optimize customer care. The implementation steps we take at INGROUP are built towards each of our client’s needs and according to their long and short-term objectives.
It is 10 times more expensive to create a new loyal customer than to keep an existing customer. Furthermore, unhappy customers will talk to 5 to 7 people in their environment on average, about the bad service they received, magnifying repercussions for the brand.
Research shows that consumers change brands for the following reasons:
Customer service is evaluated on a daily basis making it crucial for any business. It is what affects customers’ trust and brand loyalty more than anything else. That is why it’s so important to know what is happening in our channels at any point in time, making sure that our customers get the best possible service and care.
INGROUP has specially trained Μystery Shopper teams that effectively control and evaluate the performance of our clients’/companies’ collaborators, acting as consultants for possible corrective measures in order to achieve set objectives.
INGROUP’s Mystery Shopping team quantifies the quality of services, monitoring:
This way, not only we maximize performance, but we also collect valuable data in order to get a better idea of the consumer and the competition.
INGROUP Mystery Shopping
For Mystery Shopping to be reliable and successful, at INGROUP, we have the following steps:
