Mystery Shopping
Grass Roots' mystery shopping programmes deliver an accurate picture of the customer experience, using on-profile people in real situations to report on their interaction with your front-line employees. As a leading mystery shopping provider, our aim is to provide a:
- Rapid and relevant view of service delivery to your customers
- Focus on where you can improve to increase customer loyalty, advocacy and ultimately profit
Our mystery shoppers can assess premises, product availability and knowledge, process delivery and passion for service. We have years of experience in:
- Retail mystery shopping – in person, including mystery dining to restaurants, video option if required
- Telephone mystery shopping - to call centres and retail/service outlets
- Internet mystery shopping - to assess the online service
With our international mystery shopping surveys catering for multiple cultures and languages, and our global panel of shoppers replicating customer profiles and demographics across continents, we provide a true picture of service in a single market or as a consolidated territory result.
Grass Roots provides the end-to-end service you would expect from a mystery shopping company from questionnaire design and fieldwork through to quality control and final reporting. In addition we can provide communications to launch your programme and learning programmes to address any training needs highlighted by the mystery shopping. Our rewards and recognition products enable you to congratulate the good performers displaying the desired behaviours, as identified by the mystery shopping. For more information, contact Jamie Thorpe.
