Shoppers’ Critique International has been a Proven, Reliable, and Trustworthy Customer Intelligence Partner for nearly 40 years. As a charter member of the MSPA-NA (formerly known as the Mystery Shopping Providers Association of North America) we expertly advise, measure, assess and recommend solutions. Shoppers’ Critique has been serving a wide variety of industries, including many Fortune 500 companies.
What is Secret Shopping?
In order to obtain an honest, objective assessment of the overall operation at your location, we utilize the services of our 200,000+ trained “shoppers” who anonymously enter your locations and follow the observation and interaction guidelines you composed in consultation with our staff. Their object is to pose as ordinary customers, acting under anonymity at all times. They then take note of everything you deemed important, and take note online of everything they collect. Our ShopMAX(R) system is then used to publish the findings of our shoppers for you to see.
Due to the nature of the data collection, our mystery shopping is a fairly comprehensive look at your business because it’s performed by a non-biased party. It is the backbone of any major customer intelligence program. However, one thing to consider is that while the data is useful, it does not provide subjective impressionistic data. The findings may say that the customer was greeted upon entry, but it doesn’t say how they felt as a result.
Mystery shopping is performed in almost every line of business you can imagine. Retail, quick service, casual dining, fine dining, automotive, multi-family housing (apartments), new home sales, governmental agencies, sports and entertainment operations and venues, health care facilities, educational institutions (public and private), hospitality, travel/transportation, home services, cooperatives and associations, theme parks and attractions, gaming, and many other businesses are using these services on a daily basis.
Some of the largest brands in America use mystery shopping services at their own locations, but they are also prone to using them against their competitor’s locations to see where they are struggling or beating their competition. This is a highly effective strategy that we offer to all of our clients, as this analysis allows management to make reasoned adjustments in operations in order to take advantage of a greater market share.
Another unique element to our process is that we don’t just offer paper or electronic reports of our mystery shopping experience. We provide our clients with the option for an audio or video mystery shop, which can give a completely unique experience and insight into how the business is run from a customer perspective. So we highly suggest utilizing all of the opportunities that we have to provide you with ample feedback about your business.