Mystery shopping

Mystery shopping allows you to gather information about how customers experience your organization and where there is room for improvement. We help you identify this with appropriate advice.

Relevance is a high priority in all our research. We want to use these insights to achieve relevant results, enabling you to work specifically on improving the customer experience and strengthening your brand. We maintain good relationships with our current clients, so we know what is going on and can really help you.

Why mystery shopping with Markteffect?

We ensure that an inconspicuous and specialized mystery shopper visits your organization. We have experienced and trained mystery shoppers at our disposal. In most cases, the fieldwork takes place via face-to-face research, whereby a shopper visits your company. But of course, mystery shopping can also be carried out by telephone, for example to scrutinize customer service. The shopper can also visit your company online to find out what customers experience on the website or via email.

The mystery shoppers work according to the customer contact model that we draw up together with you at the start of the investigation. The contact between your employees and your customers usually determines the quality of your relationship with the customer. With our customer contact model, all contact moments are investigated and objectively assessed.

Specific areas for improvement

One of the characteristics of our mystery shopping surveys is that they reveal very specific areas for improvement that can be used to optimize the quality of the contact moments between your organization and your customers. Good contact is often determined by small details, and these can only be tested by actually allowing this contact to take place. The mystery shoppers share their findings with our research specialist, who supervises the entire research process. Analyses will be made that provide you with insights into specific areas for improvement.