Shadow Customer Calls
We objectively measure your customer experience with shadow calls and provide support to improve your service quality.
We measure user experience in the most accurate and unbiased way with shadow customer calls.
In our Mistery Shopping service, our staff, who search like mystery shoppers, objectively experience the customer experience and provide a realistic evaluation.
We conduct our secret shopper searches in the following steps.
- Mystery Shopper Selection: In this step, we select mystery shoppers who will evaluate the customer experience.
We provide special trainings to our employees who will make the calls and direct the most suitable employees to the sector to be searched.
- Task Setting: We assign tasks to mystery shoppers, such as calling a specific business to purchase and experience a product or service.
These tasks can be based on evaluating certain aspects of the business.
- Living the Experience: Mystery shoppers complete the specified tasks like a real customer.
In this process, interactions with business employees, service quality, product presentation and other customer experience elements are carefully evaluated.
- Evaluation and Reporting: Mystery shoppers report their experiences in detail.
These reports are presented to the business and used by the management to improve the customer experience and plan in-house trainings when necessary.
Why should you shadow shopper search?
- Evaluate the customer experience in an objective way,
- Improving service quality,
- Evaluating staff performance,
- Gaining advantage in inter-business competition,
- Improving products and services,
- Performance comparison between branches.
Other Quality and Reporting Services
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