Mystery Experience is a precise and objective evaluation method developed by PRESENCE to assess the quality of services actually provided by your teams. Its objective is to observe and verify the quality and conformity of the services provided to your brand's customers by your teams, to your brand standards, whatever the sales channel and the point of contact. Mystery Experience evaluation is conducted by a carefully selected mystery visitor who assumes the role of your customer in order to complete an evaluation grid adapted to your brand and its sector.
The evaluation grid filled in by a mystery shopper gathers various neutral and impartial criteria aimed at establishing an inventory of the reception, services and sales procedures of your network. Is the welcome received in your outlets personalised? Is the quality of service in line with your brand's standards and promises? Do your teams master the sales pitch and manage to inspire their customers?
Aware of the uniqueness of your brand and the uniqueness of your customer experience, our teams work with you to design an evaluation grid covering each stage of your customer journey. This questionnaire allows you to evaluate the essential practices of your sector of activity as well as the rituals developed exclusively by your brand.
The evaluation grid provides objective and straightforward answers to closed questions: Were you welcomed as soon as you entered the outlet? Were you offered alternative products? Additional open-ended questions provide a more detailed perception of the experience. Finally, a free field allows the mystery visitor to share their impressions and feelings. This perception is essential for understanding the ability of your teams to create a warm welcome and a climate of trust.
An essential element for converting your prospects and building customer loyalty, this personalised relationship, which is usually imperceptible, has been given a marker by PRESENCE: the NPS (Net Promoter Score). This essential KPI allows you to know whether a customer would recommend your brand to their friends and family.
Mystery shopping is an anonymous observation by evaluators selected on the basis of criteria of association with your target customer. Income, interests or socio-professional category are among the elements considered during their selection. Each visit is then carefully conducted according to a schedule determined in collaboration with your head office teams. In order to provide you with a real customer experience and priority information, these visits follow a predefined scenario: information request, purchase, after-sales service, etc.
After their visit, mystery visitors carefully complete the evaluation grid, which is then scrupulously analysed by our team. By comparing these conclusions according to geographical criteria or the type of outlet, we are able to share with you the individual results of your network as well as the overall assessment of your customer experience. This detailed analysis is enriched with precise recommendations based on the expertise developed by PRESENCE over 50 years devoted to customer satisfaction.
Today's customer journey is omnichannel, so our customer experience (CX) institute allows you to measure and analyse the quality of the customer experience across your physical or digital network.
Mystery Experience can also be conducted to evaluate the performance and results of your main competitors, to benchmark best practices in your sector or to identify the areas of differentiation that will make your brand absolutely unique.
Our Mystery Experience allows your company to set up a barometer of its customer experience by translating it into concrete indicators. The KPIs and reports obtained constitute objective data on the performance of your network and your employees.
This measurement tool is a formidable management, motivation and emulation tool! By combining quantifiable indicators with in-depth analyses and recommendations, PRESENCE helps you identify your employees' strengths and areas for improvement. Having an objective and transparent view of the quality of your services enables you to define your incentive policy and run effective training courses targeted at the real needs of your teams.
In short, the Mystery Experience PRESENCE allows you to instil in all your employees a dynamic of progress to bring you closer to excellence, as you define it.
Would you like to get in touch with our firm? Use the form on our website or call our offices in Paris or Villeneuve d'Ascq.