Our vision of mystery shopping
Mystery Shopping is a worldwide practice dating back more than 60 years. A client makes a purchase or asks for an offer without the provider’s prior knowledge.
Innovative in it’s approach and driven by it’s desire to educate and accept results, Cohérences sends surveys to audited parties in advance.
Sticking to the facts observed, the Mystery Shopper relates all of the different aspects of his visit through a tailored survey.
At Cohérences, each and every one of us is mindful of the quality of each step in a campaign. Quality is the cornerstone on which every level of our service is based.
The survey drafted identifies and organizes all of the points to be assessed, as well as the choice and format of responses which often include verbatim statements. This reporting is crucial to inform the trainers and show-cast the reality of your company to your teams.
Each report is vetted by two separate auditors. They are tasked with checking the consistency of responses as well as the quality of word use and the neutrality of comments of which they are comprised.
Quality is an intrinsic component of our working methodology.
What can Mystery Shopping yield in terms of concrete results for your business?
Mystery Shopping will give you an instant look at the quality of the service you offer your clients.
One or more anonymous visits to one of your sales outlets are carried out by a client. The Cohérences Mystery Shopper is trained to observe and relate his experience objectively.
All of the aspects of the client’s experience can be recorded through Mystery Shopping. For instance, you can monitor phone and physical reception, adherence to hygiene regulations or the professional attitude of your associates. We can also measure response time and quality of email responses etc…
The visitation reports can then be used to organize targeted trainings for particular associates.