Mystery Shopping



  • Would you like to improve your staff’s qualifications in your point of sales, restaurants, call center or branches? 
  • What skills do you need to train your staff?
  • To what extent are your customers satisfied with the quality of services received?
  • What are the shortcomings of your staff’s qualifications, competence and quality of services?



  1. Mystery shoppers approach target points as regular customers with predesigned set of questions. All the visits are recorded and then evaluated. Additionally, Customer Satisfaction methodology is being implemented to this approach
  2. Mystery Shopping methodology allows to evaluate of sales points, customer care departments, front desks, operators and other services personnel
  3. The evaluation is done according to a set of criteria such as ‘comprehensive and precise answers, ‘waiting in line’, ‘solutions’, ‘self-control’ and others discussed and agreed with Client beforehand. The evaluation is based on a 10 point scale.


* Mystery Shopping and Customer Satisfaction index are evaluated using a specially designed by Era questionnaire (for Azerbaijan market)

 


By using this methodology, the following will be obtained:


  • Evaluation of staff’s qualification
  • Evaluation of customer service
  • Quality of services improvement
  • Evaluation of satisfaction level and expectations