Mystery Shopping

Secret Shopping in the East of England

Mackman Research provides experienced mystery shoppers (secret shoppers) covering the Eastern regions of Suffolk, Essex, Norfolk and Cambridgeshire.

Our mystery shoppers can shop anonymously, make anonymous contact with your company and it’s various sections in order to assess levels of service, customer care and staff capabilities.

Mystery shopping projects can be undertaken face-to-face or by telephone and can be used to assess:

• People skills & behaviour
• The physical environment
• Processes & procedures

Definition of Mystery Shopping by the MRS

“Mystery shopping can be defined as the use of individuals trained to experience and measure any customer service process, by acting as potential customers and in some way reporting back on their experiences in a detailed and objective way. It differs from other research techniques in that the evaluator does not declare his/her presence and the respondent is unaware at the time of the interaction that it is in any way different from a normal customer contact. Ideally results from this technique should be used more for directing training and for rewards schemes rather than for disciplinary purposes.”

Mystery Shopping Purchases

The total value of any purchases made during the course of a mystery shopping project are charged at cost price and receipts will always be provided.

Mystery Shopping Reporting

As standard, every Mystery Shopping project will have an individual visit checklist.  In addition we produce a full summary report at the end of the mystery shopper project.  This bespoke reporting is tailored to the needs of each commissioning client.  We can also publish your results securely online to enable real time updating of results that may be accessed by multiple parties within your organisation.

If you have a mystery shopping project you would like to discuss further, please contact us today on 01787 388 038.