What does a Mystery-Shopper do ?
On a Saturday afternoon, in a shopping centre: Mary enters a fashion-store.
She quickly makes a few mental notes, noticing that the store’s background music is way too loud, but also that this week’s promotional item is well displayed. The salesperson is indeed smiling. Yet ignores her customers as she focuses on opening boxes of goods...
Clothing items are untidily scattered around the fitting room area.

Mary gives up. After trying them on without a word or advice or any help from the personnel, she chooses not to buy these slick pants that had first caught her eye...

Yet this is not the end of our story, since Mary is also a Mystery-Shopper currently doing surveys for RefletClient™, a professional in rating customer service and satisfaction.
After the visit, Mary fills in an observation grid, giving feedback on her Mystery Visit.

How do you use Mystery Study results ?
The next morning, the tested outlet’s managers will have access to these results online, posted on their secured personal space hosted by the RefletClient™ website.
The survey’s sponsors will have access to an extended choice of tools for analysis and communication : ranging from the simple entertaining and easy to read report, to a complete satisfaction barometer and detailed study report.

These various tools allow you to communicate with your staff about the results of these visits, at all levels of your business.

Far from being a mere surveillance device, Mystery-Shoppers have become an essential tool for the analysis, motivation and strategic evolution of customer service and relationship.