HOW MYSTERY VISITS WORK.

Mystery Shopping is a well-known method of customer research. Leverage K2 15 years of experience that has taken this tried and true method to new levels to evaluate your customers’ experiences. Using calls, clicks or visits our global workforce of evaluators follow predefined scenarios. Evaluators record their experience at various touch points throughout the customer journey. Photos and videos can also be collected to visually record an evaluator’s experience interacting with your brand.

As part of a custom research program, mystery shopping can be used to gauge:

In person:

  • Location cleanliness
  • Employee professionalism
  • Pricing audit
  • Safety audit
  • Experience consistency
  • Marketing and branding
  • Competitor analysis
  • Inventory audit

Phone:

  • Timeliness
  • Friendliness
  • Enthusiasm
  • Brand awareness
  • Information relevance
  • Script compliance

Web:

  • Ease of navigation
  • Technical operations
  • Purchase process efficiency
  • Employee-customer relations