Marketing Solutions Organization
Secret Client Service
In today's competitive business world, the successful development of a brand depends not only on the quality of the products and services it offers, but also on the customer experience at the point of sale and contact. To achieve customer loyalty and increase sales, you need to know how they perceive your brand. This is where our 'Mystery Shopper' service comes into play.
What is the Secret Client service?
"Mystery Shopper is a professional service that provides an unbiased assessment of the customer experience in your business. It's a tool that allows you to understand how customers see your brand, the service they receive, and whether their expectations are being met.
Our trained mystery shoppers pose as regular customers while they make purchases, ask questions and use your services. They carefully observe every aspect of the interaction and ultimately provide a report that helps you identify strengths and weaknesses in customer service.
Price for "Secret Client" service in a physical establishment
The price of the service does not include the value of the products purchased.
"Object evaluation"
Basic package per visit-
Single site visit
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Evaluation of service and general atmosphere
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Report with findings and recommendations
Competition analysis: +150 BGN
(Additional visit from a secret customer of a competing shop)
"Evaluation and Analysis"
visiting-
Single site visit
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Evaluation of service, products and cleanliness
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Competition analysis
(Additional visit from a secret customer of a competing shop) -
Report with recommendations for improvement
Monthly Monitoring Package
4 visits-
4 site visits on different days of the month
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4 visits to a competitor's site
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Evaluation of service, products, hygiene and atmosphere
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Report after each visit
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Final evaluation for the month with recommendations
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Consult
Price for "Secret Client" service in online shop
The price of the service does not include the value of the products purchased.
Order evaluation
per order-
Evaluating the user experience at checkout
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Evaluation of the online store interface
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Testing the order, payment and delivery process
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Report with findings and recommendations
Extended package "Online service evaluation"
per order-
Evaluating the user experience at checkout and checkout
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Evaluation of the interface and functionality of the site
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Testing responsiveness and quality of service (via chat, email or phone)
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Evaluation of speed and quality of delivery
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Attempted return or exchange of product. (not included)
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Report with findings and recommendations
Monthly Online Order Monitoring Package
per 5 orders-
5 orders on different days of the month
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Evaluating the user experience at checkout and checkout
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Evaluation of the interface and functionality of the site
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Testing responsiveness and quality of service (via chat, email or phone)
-
Evaluation of speed and quality of delivery
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Attempted return or exchange of product. (not included)
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Report with findings and recommendations
Complete Customer Experience Research Package
per order-
Evaluating the customer experience from start to finish (order, checkout, delivery, service)
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Evaluation of the mobile version of the site and applications (if any)
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Testing of return and claims processes
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Evaluation of post-order communication (emails, SMS, notifications)
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Report with findings and recommendations for improvement
Package "Integrated Competition Analysis"
per order-
Testing the checkout process in 4 competing online stores
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Testing the product return process in 4 competing online stores
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Evaluate the interface, service and user experience of each competitor
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Analysis of delivery, return and communication processes
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Recommendations for optimization and improvement of the online store
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Report with findings and recommendations
To speak directly with an outdoor advertising consultant from Marketing Solutions Organization:
Opening hours: Monday - Friday : 10:00 - 18:30
Send us a service request "Secret Client" from here if none of our offers suit your needs.
If you need more information about the service or would like to see some of the jobs we have already completed, read the materials further down the site.
How do we carry out the Mystery Shopper process?
Our process is detailed and tailored to your business needs. Our mystery shoppers go through several milestones:
1. Getting to know the business
Before we start the process, we carefully analyze your business and the market you operate in. We understand the specifics of your products, services and target audience so we can build a strategy that reflects the real customer experience.
2. Setting objectives
Every business has different priorities. Some companies want to improve customer service, others want to optimize point-of-sale processes or analyze staff behavior. That's why we establish clear objectives in advance that we will follow during the assessment.
3. Choice of secret client
Once we are aware of your needs, we select the most suitable mystery shopper from our team. It's important that the mystery shopper matches the profile of your typical user so that the assessment can be as realistic as possible.
4. Conducting a visit
A mystery shopper visits your physical or online store posing as an ordinary customer. They analyse every aspect of the service - from the way they are greeted, to the interaction with the staff, to the actual process of buying or using the services.
5. Report preparation
After the visit, the mystery shopper provides a detailed report with objective observations and specific recommendations. We also include quantitative and qualitative data that lets you know where there is room for improvement and how you can optimize your customer service.
Why choose us as your partner?
Choosing the right mystery shopper service provider is essential to the quality of results you will receive. Here are some of the reasons why you should choose our agency:
1. Years of experience and expertise
Our team has extensive experience in a variety of industries and specializes in customer service analytics. We have mystery shoppers who are trained to identify the smallest details that can make a huge difference in customer perception.
2. Personalized approach
We understand that every company is unique. That's why we tailor the Mystery Shopper process to your needs and goals. Whether you want to improve in-store service or optimize your online customer experience, we'll build a strategy that meets your requirements.
3. Proven results
Our customers have made real improvements in their service and increased their customer loyalty thanks to our services. Using our analysis, they have been able to identify hidden issues and implement strategic changes that have led to significant revenue growth.
4. Full discretion
We understand how important it is for businesses to preserve their reputation and not expose their internal processes to public scrutiny. That's why we ensure that the Mystery Shopper process will be completely confidential.
Frequently Asked Questions
1. How often should we use the Secret Client service?
It depends on your goals and how often you want to monitor and improve the customer experience. Some companies use Mystery Shopper monthly, while others prefer quarterly or even annually. We'll help you determine the frequency of visits based on your needs.
2. How do we choose the mystery shoppers?
Selecting mystery shoppers is a strategic process. We analyze your typical customer profile and select the person who best fits that profile. This ensures that the assessment is as relevant to your business as possible.
3. What aspects of service do mystery shoppers value?
Mystery shoppers appreciate the entire service process - from the first impression, through communication with staff, to the completion of the purchase or use of the service. We also appreciate the cleanliness, tidiness and atmosphere of the facility, as well as the professionalism of the staff.
4. What do we get after a mystery shopper visit?
After each visit you receive a report including quantitative and qualitative data. The report contains an analysis of service strengths and weaknesses, as well as specific recommendations for improvement.
5. Can staff know they are being watched?
Our mystery shoppers are trained to act inconspicuously and not attract unnecessary attention. Their job is to blend in with the other customers and make their visit as natural as possible.
Interesting facts about "Secret Client"
Origin of service: "Mystery shopper" emerged in the early 20th century as part of service quality studies in the banking industry. Today this practice is widespread in all business sectors.
StatisticsA: According to surveys, 68% of customers are willing to switch brands if they have poor service, even if the product or service is of a high standard.
The emotional connectionA: Customers who have a positive experience with a brand are 5 times more likely to make a repeat purchase and 4 times more likely to recommend it to others.
Investment with a returnA: Companies that invest in improving customer service through services like Mystery Shopper report significant loyalty and revenue growth over the long term.
A "mystery shopper" is a powerful tool that gives you the ability to see your business through the eyes of your customers. With our help, you'll get an objective analysis of the customer experience and have concrete steps at your disposal to improve service. Regardless of the industry you operate in, customer satisfaction is the key to success -
Case Study: 'Mystery Shopper' in Varna - Increasing the Quality of Service in a Clothing Store
In the spring of 2023, Marketing Solutions Organization was tasked with improving the customer experience at a large apparel retailer in Varna. The client was a leading clothing store chain that wanted to test service performance and analyze the quality of customer interaction at its largest location in the maritime capital. The main tool to achieve this goal was the "Mystery Shopper" service, which would provide an objective assessment of the staff performance and processes in the store.
Task set
The main objective was to evaluate several key aspects of the store's performance:
- Quality of service - Friendliness and professionalism of employees.
- Compliance with internal standards - Are company rules for service, dress and ethics followed.
- Presence of problems - Identify potential communication problems between employees and customers.
- Customer experience analysis - Evaluate the overall customer experience during the visit, including store atmosphere, hygiene and product availability.
Preparation and planning
The agency developed a plan to conduct a mystery shopper audit that included several key steps:
- Selection of a mystery shopper - The choice of mystery shopper was made carefully to be as close to the average shopper as possible. The goal was to have the customer behave in a natural way and not create suspicion among the staff.
- Scenario of the visit - A detailed scenario was developed that included standard customer behavior upon entering the store, interaction with employees, and specific questions about the products offered.
- Criteria for evaluation - The main evaluation criteria were defined, which included the friendliness of the staff, their willingness to help, and their ability to communicate.
Implementation process
In May 2023, the audit was conducted over a one-week period, with a total of five visits in different time zones. In each visit the mystery shopper was in a different role - a young girl, a teenager, a middle-aged man and a couple. The aim was to assess whether there were differences in service depending on client type.
Results of implementation
1. Service quality assessment
The results showed a significant improvement in employee behaviour when it came to greeting customers and being ready to answer their questions. All employees were smiling and showed concern for customers. Regardless of the store's workload, most of them were able to handle their duties in a very good manner.
2. Consistency in the application of company standards
There was some variation in service depending on which officer was on a particular shift. While some employees strictly adhered to the uniform and conduct standards, others did not pay enough attention to this. There was also some difference in communication with clients, with some advisors showing more activity and proactivity, while others only responded when called upon by the client.
3. Problems identified
One of the main findings was related to the lack of clear communication about available promotions and discounts. On 3 out of 5 visits, staff failed to inform the customer of current discounts or specific offers. This resulted in missed sales opportunities as well as potential customer dissatisfaction.
4. Customer Experience
Despite the small gaps, customers had an overall positive experience in the store. Hygiene and atmosphere were at a high level. The products were well displayed and easily accessible, which facilitated customers in the selection process. Mystery shoppers also appreciated being able to quickly find what they were looking for.
Recommendations and follow-up
1. Improving consistency in service
One of the main recommendations was to work on the uniformity of service among all employees, regardless of their shift. Customers should receive the same high level of service regardless of who is on shift.
2. More effective communication of promotions
It was recommended that clearer guidance and training be provided to staff on promotional offers. It is important that every employee is informed of current discounts and can proactively offer them to customers.
3. More focus on active selling
In addition, the agency recommended the introduction of active selling training. Employees should be taught how to offer additional products or accessories that can complement a customer's purchase.
4. Tracking improvements
Following the initial audit, it was recommended that further checks be carried out every three months. This will enable the store management to monitor staff development and the effectiveness of changes made.
Conclusion
The "Secret Shopper" program in Varna proved to be an extremely effective tool for improving the quality of service in the clothing store. Despite initial shortcomings, the audit process and subsequent recommendations have resulted in improved standards and a better customer experience. The store was able to identify its strengths and weaknesses, and as a result has taken steps to improve its performance.
This case demonstrates just how important a mystery shopper service can be for any company looking to develop its service and achieve long-term customer loyalty.
Case Study: 'Secret customer' in Varna - Improving customer communication in a restaurant
In early 2024, our agency was engaged by a well-known restaurant in downtown Varna to help improve customer communication and service quality. The restaurant wanted to assess how staff dealt with different types of customers, and whether customers felt well welcomed and looked after. To this end, a 'Mystery Shopper' service was implemented, which allowed a detailed analysis of different aspects of the restaurant's operation.
Task set
The restaurant wanted to achieve several key objectives through the Mystery Shopper program:
- Service evaluation - How staff treat customers and whether they get the attention they need.
- Compliance with company standards - Verify internal service standards are met, including use of professional language, approach to orders and food recommendations.
- Responding to complaints - How employees deal with dissatisfied customers and what actions they take to resolve issues.
- Total customer experience - How customers feel overall during their stay at the restaurant, including amenities, ambiance, cleanliness, and speed of service.
Preparation and planning
Once the restaurant's goals were determined, the agency team developed a detailed plan for conducting the mystery shopper visits:
- Choice of secret client - Customers with different profiles were hired to visit the restaurant - a couple for dinner, a family with a child, business partners for lunch and tourists. This allowed the difference in staff approach to different customer types to be assessed.
- Scenarios for interaction - Specific situations were prepared to be tested, such as special dietary requirements, food quality complaints, and menu recommendation questions.
- Criteria for evaluation - Clear criteria were defined to evaluate each aspect of the customers' stay, such as waiting time, waiters' attitude, condition of the restaurant, etc.
Implementation process
The mystery shopper audit was conducted in January 2024 and included several visits on different days and at different times - lunch, dinner, and weekend. The mystery shopper visited the restaurant in several different roles, with each visit designed to verify a specific aspect of service.
Results of implementation
1. Quality of service
The overall quality of service was rated as good, but some shortcomings were noted. Waiters were polite and friendly, but sometimes not proactive enough in offering help or recommendations. On two of the visits, mystery shoppers had to ask for a menu themselves rather than being provided with one as soon as they were seated.
2. Compliance with company standards
Staff followed company standards for dress and behaviour but were not always informed about specific food issues such as ingredients or options for special dietary preferences. This led to some embarrassment for the mystery shopper who was acting as a client with food allergies.
3. Responding to complaints
In one case, a mystery shopper made a complaint about the excessive wait time for an order. The waiter responded politely and offered an apology, but offered no compensation or solution to the problem. This left the customer with the feeling that the problem was not taken seriously enough. This was noted as an area for improvement.
4. Total customer experience
The ambience of the restaurant was rated as pleasant, with good lighting and comfort. However, some of the mystery shoppers noted that the music was a little too loud at peak times, making communication difficult. Hygiene was of a good standard and tables were kept clean.
Recommendations and follow-up
1. Better staff training on the menu
One of the main recommendations was to provide additional training to servers on dish ingredients and options for customers with dietary restrictions. It is important that each employee is familiar with the menu in detail to be able to provide adequate information and recommendations.
2. Increasing employee proactivity
It was suggested to work on staff proactivity. This includes not only providing menus and beverages quickly, but also being more proactive in offering recommendations, satisfaction questions, and suggestions for desserts or beverages after the main meal.
3. Better complaints management
The restaurant should establish a standard practice for complaint management. This includes offering specific solutions to the problem, such as a free dessert or coffee on a longer wait, which would improve the customer's impression and mitigate the negative experience.
4. Periodic checks and feedback
It was suggested that regular checks be carried out by a mystery shopper every few months to track improvements made. At the same time, restaurant management should provide ongoing feedback to staff and arrange meetings to discuss ongoing issues.
Conclusion
The "Secret Shopper" audit in the Varna restaurant showed valuable results in improving service and customer experience. The results of the audit allowed management to identify areas in need of improvement and take specific actions to address them. By implementing the recommended changes, the restaurant will be able to provide even better and more personalized service, which will help increase customer loyalty and attract new guests.
Case Study: 'Mystery Shopper' in Varna - Assessing Loyalty and Quality in a Luxury Spa with an Unexpected Twist
In mid-2023, a well-known luxury spa in Varna contacted our agency to make sure its VIP clients receive the best possible service. The centre wanted to conduct a secret client audit to check not only the basic services, but also the level of personalised attention to each client, especially for special requests. What was interesting in this case was that the spa wanted to check not only its service, but also to assess the level of loyalty of its staff in situations that involved potential 'breakdowns' in service. This challenge motivated us to develop a scenario that combined an ordinary customer experience with a critical situation that the staff had to handle professionally.
Tasked the mystery shopper.
The aim of the centre was to evaluate several important aspects of the work:
- Quality of VIP customer service - Evaluate whether staff treat customers who frequent the spa appropriately and are known to be loyal.
- Emergency response - Checking how staff will respond in the event of an unexpected crisis situation.
- Respect for confidentiality and discretion - Assessing whether staff respect the privacy and discretion of customers, especially when it comes to celebrities or high-status individuals.
Preparation and planning
This audit required a detailed plan and complex scenarios. Our team undertook to develop a unique approach that involved several key stages:
- Choice of secret client - For the purpose of the audit, two secret clients were selected - a young lady with high social status and a businessman who is a regular customer of the spa. Both had to act as VIP clients with high expectations.
- Complication scenario - A scenario was developed in which a "clash" between customers creates an emergency situation. According to the plan, the mystery shoppers were to "meet" at the spa and create a situation where one would cause a scandal due to unsatisfactory service.
- Criteria for evaluation - We identified several key evaluation criteria: staff ability to deal with problem customers, speed of response in a crisis, and staff ability to remain calm and discreet.
Implementation process
The audit plan was completed over two consecutive days in June 2023. The audit began as a standard mystery shopper audit, with observation of all key elements of service: greeting, welcome, introduction to services offered and special package suggestions.
On the second day, during the visit of the mystery shopper (a businessman), a simulated incident was caused at the centre. The young lady, the other mystery shopper, intervened with a false complaint that her massage was shorter than the paid time, and requested an emergency meeting with the manager. The situation escalated and she demonstrated that she was prepared to share her complaints on social media, threatening the reputation of the spa.
Results of implementation
1. Quality of VIP customer service
The initial service to the two mystery shoppers was impressive. Upon arrival, both were greeted with smiles and kindness. VIP clients were offered personalized services based on their previous visits. The massage therapists and other staff demonstrated a high level of professionalism and attention to detail. The businessman was offered a special package that was tailored to his previous preferences, and the young lady received an additional treatment as a compliment for her frequent visit.
2. Emergency response
When the situation escalated, staff remained calm and responded immediately. The spa manager appeared quickly and started a conversation with the young lady, offering her compensation - a free treatment of her choice and an apology for the "misunderstanding". The staff continued to serve the other clients, maintaining an air of calm and luxury, even when the situation became tense.
We appreciated the staff's ability to remain discreet and courteous despite a stressful situation. The manager was able to resolve the conflict without engaging other customers and without the incident spreading to other guests.
3. Respect for confidentiality and discretion
The mystery shopper, a businessman, was impressed that the staff maintained a high level of confidentiality. Although he witnessed the incident with the young lady, none of the staff involved him or discussed the incident with him. Staff maintained complete discretion during the situation which highlighted their high level of professionalism.
An unexpected twist
The interesting thing about this case was that at the end of the audit, the manager revealed that he had suspected a secret client audit was taking place and had deliberately allowed the situation to escalate to see how his own staff would react. This added another layer to the analysis - in addition to objectively assessing staff behaviour, it appeared that the manager was also conducting a 'secret' test of his own staff. This situation gave further insight into the management's willingness to engage in a process of continuous improvement and training of its staff.
Recommendations and follow-up
1. Improving the management of stressful situations
Although the staff did an excellent job, we recommended additional training on dealing with stressful situations and techniques for calming clients. This will help in future crises to minimise the risk of losing clients.
2. Strengthening the relationship between management and staff
We recommended more frequent meetings between the manager and staff to discuss similar cases and to reinforce understanding of the importance of communication. The manager should also inform the team of long-term goals and strategies to improve customer service.
3. Periodic inspections by a mystery shopper
Because of the success of the audit and its unexpected depth, we proposed regular audits by a mystery shopper every six months to monitor staff development and service levels.
This case study with a mystery shopper in the luxury spa in Varna not only provided an opportunity to analyze the quality of service, but also showed how important it is to be prepared for unexpected situations. Management and staff demonstrated an excellent ability to respond to a crisis while maintaining high standards of confidentiality and professionalism. As a result of this audit, the spa not only improved its service, but also strengthened the relationship between management and its employees by creating a culture of continuous improvement.
Case Study: 'Mystery Shopper' in Dobrich - Service Analysis in a Tool and Consumables Shop
Client: Shop "Vulcan" - Dobrich
Objective: Service evaluation and customer experience improvement
Challenge
Shop "Vulcan" is well known in Dobrich for the sale of professional and amateur tools. Recently the managers noticed a drop in sales and some negative comments about the service and wanted to know what improvements could be made.
Approach
We sent a mystery shopper who introduced himself as a regular shopper interested in a few different products. He asked questions to the staff and observed the general service, the arrangement and the atmosphere in the store.
Observations
- Staff: Friendly and polite but lacked confidence when advising on less familiar products.
- Store layout: Clean and tidy but lacked clearly marked areas for promotions and new products.
- Labels and information: Not all products were well labelled, making it difficult for customers to choose.
References
- Additional employee training for a better knowledge of the assortment and the ability to recommend related products.
- Improving labels and information signs to facilitate customers.
- Designing special areas for promotions and new products to attract attention.
Results
After three months of implementing the recommendations:
- The average value of purchases increased by 15%.
- Service feedback has become significantly more positive.
- The staff was more confident and motivated.
This proves that with small improvements and the right approach, the Vulcan store was able to improve service and customer experience, leading to increased sales and a better reputation.
MYSTERY SHOPPER SECTION AT MARKETING SOLUTIONS ORGANISATION
Requirements to work in Marketing Solutions Organization as a "Secret Client"
Discretion and anonymityA: The mystery shopper must be able to blend in without attracting attention. It is important to maintain complete anonymity during any task.
Good communication skillsA: The ability to communicate with staff in a natural manner and ask questions without giving away that she is on a mission.
Observation and attention to detailA: Accuracy in observations is key. The mystery shopper must notice the small details, such as service, staff behavior, cleanliness of the facility and the quality of the goods or services offered.
Excellent writing skills: A detailed and clearly structured report should be submitted after each visit. A properly worded and good looking report contains between 800 and 1200 words. The mystery shopper must be able to accurately and objectively describe their observations.
Flexibility and adaptabilityA: The ability to adapt to different objects and situations and to follow predefined scenarios without deviating from them.
Ability to work with deadlinesA: Each mystery shopper must complete their tasks within the allotted time and submit reports on time.
Loyalty and professionalismA: It is important that the mystery shopper maintains a high level of professionalism and confidentiality by not disclosing their role or work process to third parties.
Basic technical skills: Computer skills and completion of online forms. Sometimes taking pictures of certain situations or products is also required, so camera or smartphone skills are also helpful. These services are paid extra to the agent doing the assignment.
Fairness and objectivityA: The assessments and impressions of the mystery shopper must be objective and unbiased, based on real facts and observations.
These requirements ensure that the mystery shopper will be able to perform their tasks with quality and professionalism, providing accurate and reliable results for the business.
If you manage to find yourself in the conditions above, do not hesitate to send us your CV to jobs@mso.bg. We are recruiting secret clients nationwide over the age of 18 on a flexible hours basis.
