Mystery Shopping
Mystery shopping measures the quality of customer service within organisations from the viewpoint and experience of a customer. The method is simple; mystery shoppers interact with businesses as normal customers and then report back on the experience. Ethos provides comprehensive reporting within 24-48 hours of the mystery shopping activity.
Mystery Shopping is an integral component of our complete customer service improvement cycle. Results provide our consultants and trainers with a ‘real’ situation, enabling targeted and effective improvement solutions to be implemented so our clients see results faster.
Mystery Shopping Reports
Once a mystery shopper completes a physical visit / telephone call / website enquiry, results are input directly into our online custom built mystery shopping solution, KnowledgeTRAK Mystery Shopping. Through a username and password, clients can receive their reports and analyse their results within 24-48 hours of the mystery shopping activity occurring.
KnowledgeTRAK also allows clients to compare mystery shopping phases, thus immediately allowing the clients to identify improvements in the customer service experience.
Mystery Shopping Training
All mystery shoppers receive extensive training on the mystery shopping process as well as a full briefing by our internal trainers prior to executing any jobs. With over 3,000 mystery shoppers working for Ethos, it’s important to match a mystery shopper's profile to the actual demographic of your target market.
"Ethos helped RTA through the measurements of customer satisfaction (surveys, mystery shopping) which gave RTA the ability to identify our weaknesses and the chance to improve our services to increase our customer satisfaction levels" Dubai Roads & Transport Authority