mystery shopping in your retail outlets

...be it a shop, a restaurant, a supermarket, a newsagent, a hairdressing salon, a beauty parlour, an amusement park, a cinema or theatre… RefletClient™ and our team of agents can sample your customer service and suggest ways of improving its quality. According to your priorities and concerns, our Mystery-Shoppers check out all aspects of your customer service operation, carrying out an audit of the different steps of your customers’ experiences:

• Greeting the customer
• Courtesy, amiability
• Helpfulness and availability of your staff
• Staff’s attention and eagerness to satisfy the customer’s needs
• Technical knowledge of your staff
• Commercial performances and complimentary sales
• Respect of decoration, display and equipment standards
• Atmosphere and special sales operations in the retail premises
• Your shop’s accessibility and business hours
• Cleanliness, hygiene and order
• Quality of after-sales service
• Treatment of complaints and dissatisfaction .

mystery calls: call centres, telephone operators and hotlines

Dealing with your customers over the phone, you want to avoid the

• on-hold music suddenly stopping and someone hanging-up on your customer !
• a poorly trained interim employee should giving your customers wrong information on your hotline…
• calls unanswered, ringing for hours without anybody taking care of it.

To be informed of such malfunctions in your service, and to find ways of dealing with them, we have the answer : RefletClient™ regularly investigates and reviews the functioning of hotlines and call centres. This allows you to be constantly informed of your telephone service’s performance, providing you with the hard data needed to improve it.

mystery-internet for your websites and online shops

Did you know that the average internet-user goes to another website if a page takes more than 12 seconds to load ? And do you know how long your own pages take to load ? Our Mystery-Shoppers are also Mystery-internet users, at any hour, in circumstances identical to that of your real customers. In genuine online conditions, our agents test and rate your website’s comfort and user-friendliness. Thanks to Mystery-email, our testers sample the reactivity of your email service and the quality of the answers given. This real-life monitoring will allow you to improve the efficiency of your website, and to tweak e-relations with your customers.

RentaThief: revenue control and security issues

Are you absolutely sure that your sales generated revenues all end up in your cash-boxes ? Mystery-shopper surveys allow you to monitor what really happens on the sales floor and at the cash-register, to track down the source of suspicious/questionable stock variations, to carry out audits on security in your retail outlets… Mystery-Shoppers studies reflect what happens in your shops, restaurants, retail outlets…For added discretion when dealing with such touchy subjects, we follow specific scenarios.

hidden camera & customer video

By adding the sound and the images to the mystery visit, you can see with your own eyes what occurs in your points of sales.
Cameras glasses or cameras embarked with micro ties… our high level material adapts to the situation and your needs.
Discover the images: external & internal outlet presentation with the fitting of the rays, posting of the marketing tools to the behaviour of the sales team, all the gestures and especially the not-verbal communication…
Hear the sound: With our recordings on line, no written retranscription or simplification comes to disturb your analysis of the sound universe, the commercial speech, the presentation of the sales leaflets, the weaknesses of sales arguments…

The mystery videos are available on DVD - ideal to illustrate your débriefings, to make react and train your team.

benchmarking, observing your competitors

... What are your competitors doing ?

How far have they penetrated this market you share ? What will their next commercial move be ? How is it possible to identify the key-points linked to their success ? Which strategies to adopt in order to gain that competitive edge ? Benchmarking allows you to know everything about your competitive environment, and to compare your services to those offered by your competitors. Placing the customer at the centre of your strategic thinking, RefletClient™ will become a precious tool for building and maintaining an advantage over your competitors.

Ask us what makes your competitors’ success !

audit and market research

Penetrating and moving within a new market, preparing to launch a new product or service, knowing your (potential) customers’ opinion regarding a specific promotional operation..? RefletClient™ lets you use its network of Mystery-Shoppers, which are all real customers : our shoppers and consultants are working for you, feeding your consumer studies with hard data about your current or future market.

small business turnkey solutions

RefletClient™ are specialists of Mystery-Shopper studies. Our surveys and studies are designed individually for our customers. For small scale networks however, we have designed turnkey solutions, allowing more limited budgets to benefit from a full scale Mystery-Shopper study, designed for your line of work and which can also be personalised for your own business.

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Download for free our information about our turnkey solutions