Service Priority Index...

ServQual ™...

Conjoint Analysis / Stated Preference...

Marketing effectiveness review and optimization...

Focus group discussion...

Mystery Shopping or Visits...

In-depth interviews...

Observation Study...

Opinion Polls / Attitudinal Surveys...

Large-Scale Household Surveys...

Employee surveys & staff sessions...

BROCHURE

Market and Social Research > Mystery Customers

Mystery Shopping or Visits

• Like a role-play game, this is very popular among service providers (banks, retailers, fast food restaurants, other shops and branches) with keen interest in understanding the quality of its customer services at shops, on hotlines, via website, as well as any other customer interfaces.
• Trained interviewers will be recruited as ‘mystery shoppers / consumers’ on occasions to check and test customer services qualities according to the clients’ specifications.
• A thorough check-list of ‘service attributes’ will be objectively measured: how long does it take before you are being served by the customer service representative? Has the customer service rep offered alternative to help resolve your problem? etc.
• Certain pre-defined ‘scenarios’ may be assigned to the mystery consumers to test the responses of the customer service representative.
• Qualitative findings help to streamline service enhancement and offer guideline for the scope of quantitative measurement in Customer Satisfaction Study.

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