Mystery Shopping & Service Safari

Mystery Shopping and Service Safari are specialized methods of qualitative market research and customer experience evaluation, conducted with the aim of measuring the actual quality of service delivery, the level of organizational performance compliance with standards, and identifying weaknesses at customer touchpoint.

In this method, a trained evaluator enters the purchasing or service delivery process in the role of a real customer and evaluates their experience based on predetermined indicators. This approach helps organizations identify the gap between the desired customer experience and the actual experience in the sales process, after-sales services, and customer communication.

The project implementation process includes designing the customer scenario, developing an evaluation checklist, conducting mystery visits, and analyzing the results. The scenarios may include a customer interested in purchasing a vehicle, a customer requesting warranty services, a customer visiting for periodic service, or a customer experiencing a technical problem.

In the evaluation of the sales process, indicators such as welcoming the customer, response speed, customer needs assessment, product knowledge, quality of information provided, and follow-up after the visit are examined. In the after-sales services section, items such as the reception process, employee behavior, cost transparency, repair time, explanation of the actions performed, and follow-up on customer satisfaction are evaluated.

Service Safari is a more in-depth approach in which the researcher experiences and analyzes the entire customer journey from the first contact to the completion of service delivery in order to identify pain points, obstacles, and opportunities for improvement.

The output of this service includes scoring the performance of the network, evaluating compliance with service standards, analyzing employee behavior, identifying customer experience gaps, ranking dealerships, and providing corrective recommendations.

Conducting Mystery Shopping and Service Safari helps organizations measure the actual quality of services, improve the performance of the sales and after-sales service network, and create a more consistent and desirable experience for customers.

Track Record:

Mystery evaluation of Persia Khodro dealerships

Conducting Service Safari for Mobin Net

Contact Number:   02143904169