When should you opt for mystery shopping?

Mystery shopping is suitable when you want to measure factual and observable elements, such as:

• Compliance with internal guidelines or brand standards ;
• Quality of customer greeting, advice and service ;
• Application of commercial procedures ;
• Consistency of the customer experience across branches or channels ;
• Performance of shops, teams or commercial networks.

You measure objective indicators, including:

• Waiting times ;
• How products or services are presented ;
• Whether sales pitches are used correctly ;
• Whether internal procedures and standards are followed.

Methodology and types

Incidence works with a network of over 300 independent interviewers, trained in mystery shopping.

We conduct various types of visits:

• Mystery visits to shops or retail outlets ;
• Mystery calls ;
• Mystery emails ;
• Web audits of digital journeys, such as forms, chats or e-commerce processes.

Each programme is tailored to your objectives and internal guidelines.

A mystery shopping programme can be used

• as a one-off exercise to investigate a specific issue ;
• or run on a recurring basis – for example monthly – as part of continuous quality monitoring..

Evaluation forms are developed around your internal standards and validated in advance, ensuring that we measure only indicators that are relevant, observable and useful for managing your network.