A research methodology known as "Mystery Shopping" helps companies improve the customer experience and business results.
National Spotlight. With six years in the market, Mister O. has established itself as a startup specializing in mystery shopping and helping major companies—such as Azul Linhas Aéreas, Unimed, Honda, Quinto Andar, and Eleva Educação—improve processes that impact the customer experience and, as a result, their business results.
Management tool. The mystery shopper methodology is used to assess consumer perception across all touchpoints with a company—from employee performance to products, services, sales channels, and technologies.
Developed to support decision-making at the managerial level, it presents the consumer experience through information, data, and performance indicators (KPIs) that allow managers to identify areas for improvement at the operational level and quickly address shortcomings.
Applications. Widely used in sales, operations, marketing, and customer experience, this methodology allows for the investigation of both rational and emotional aspects of the purchasing process, facilitating and guiding actions such as sales team training, redesign of service processes, and standardization, among others.
Results. As a benefit, the use of mystery shoppers provides gains for consumers—who begin to enjoy a more fluid and pleasant shopping experience. And also for companies—which see financial and brand returns through increased average ticket size, sales, and customer loyalty.
Coincidence? A large portion of the companies recently awarded in the areas of customer experience use the mystery shopper methodology.
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“This recognition is the result of a consumer-focused strategy and consistent execution of that strategy,” says Luian Silvestre, partner and director at Mister O. “We want to make mystery shopping more widespread and bring consumers into the decision-making process, because this best practice benefits all stakeholders,” she adds.
To learn about the benefits of using mystery shoppers in your business and see some success stories, please contact us.
