commercial & sales

RefletClient™ Mystery Shoppers allow you to boost the quality of customer service, ensuring customer fidelity by making sure they are fully satisfied. An investment in a strategy of quality customer service leads to an increase of sales, and is therefore an investment in greater future profitability. Mystery or Silent Shopper studies are a valuable tool for business management : Mystery Shoppers give you the advantage of a unique form of feedback coming directly from your own retail customers, be it on the quality of your customer relationship, the impact of promotional measures, consumer attitudes and expectancies, or even seasonal trends…

marketing & communication

• Measuring the impact of promotional measures
• Assessing the results of a communication campaign
• Inspecting the setup of a display or sales operation
• Checking prices, disposition, promotional offers
• Having your customers rate a new product
• Discovering what your non-customers think…..

Mystery Shoppers allow you to coordinate actions and marketing projects with the assurance of a steady, neutral and unbiased feedback. In addition to having a field-based listening station, you will also benefit from the suggestions made by our panel of sampling agents.

merchant groups & associations

If you head or run a merchant association (shopping centre, town centre or other customer catchment areas), RefletClient™ Silent-Shoppers will be a benchmark for the establishment of a common quality label. Mystery Shoppers enable you to ground your merchant groups in the key values of customer service, in order to win market-shares together !

activities & operation

• Do you really know what is going on within your network ?
• Are you sure of the manner in which standards and procedures are respected while you are away ?
• Why do your salesmen sometimes miss a sale ?
• What do your customers think of your business, what image does it project ?
• Can all of your turnover and revenue variations be explained ?
• Why do your customers purchase from you competitors ?

Mystery Shopper sampling visits give you a faithful and realistic picture of what is happening in your retail outlets, providing you with information on the respect of established guidelines, management of stock and supplies, logistical issues, hygiene and product display questions… Silent-Shopper agent survey allow you to optimize the quality of your operations with the precision of field-based data.

C.E.O. & Senior Management

Monitoring what is happening within your network, on the field, in front of your customers, through a simple, swift and efficient tool. RefletClient™ is your listening station and our Mystery Shoppers can sample and reflect any aspects you would want to investigate. Discreetly and in real-time, you have access to our agent’s notes and observations, along with the results of Mystery Shopper surveys through your own secure and personalised internet access, for each one of your branches and retail outlets. Practical, flexible and interactive, our tool can easily be adapted to seasonal items, and easily allows you to change the observation focus of each Mystery-wave. You can for instance focalize on complimentary sales in March, employee-customer relationships ( how are customers welcomed ? does your staff smile ?) in June, repeated business and customer-fidelity in autumn and checking and cashing procedures in December...

human resources & professional training

RefletClient™ follows the evolution of your human resources and provides you with a framework for a controlled change of your sales force. Mystery Shoppers are real consumers, and in this way accurately reflect the impression your staff makes on your customers. This allows you to improve your training programs and the handling of your employees’ skills. “Employee of the month”, an outdated concept ? Yes, but also no…Getting staff teams to compete on the notion of customer service is more essential then ever. With RefletClient™ and our Mystery Shoppers agents you will have unbiased and objective way to benchmark your teams’ efforts, stimulating them with healthy competition.

commercial research and development

For your commercial research and development needs, RefletClient™ is by your side,

• letting you monitor a new measure’s success
• check the acceptation of a new concept or
• assessing your customer’s views of a new item.
  

Use Mystery Shoppers as an powerful and efficient observation tool, and also benefit from their suggestions and proposals !

finances & management audit

RefletClient™ can be your listening station and surveillance system in your retail outlets. From administrative and financial procedures to the sales-floor, billing, shelving and product display, stocks…our inspectors and Mystery Shoppers can reflect any aspect you want ! Discreetly and in real-time, you have access to our agent’s notes and observations, along with the results of Mystery Shopper surveys through your own secure and personalised internet access, for each one of your branches and retail outlets!