PBS Solutions Retail research PBS Mystery Shopper

PBS Mystery Shopper

Customer service is now one of the key elements affecting a company's market position. In the era of blurred differences between competing products or services, employees become a flagship of the company, and the quality of service becomes a major asset in the battle for customer acquisition and retention. A high level of customer service is essential to maintain a competitive advantage.

Effective customer service can be measured in a variety of ways, but the most practical tool for objective and continuous monitoring of individual elements, handled by independent observers is the use of Mystery Shopper surveys.

Mystery Shopper research is a tool for comprehensive assessment of the quality of customer service. It consists of carrying out hidden observation by a qualified auditor, who, playing the role of the typical customer, verifies how the process of customer service proceeds.
This test can be used wherever there is contact between company employees and customers, where customer service plays an important role in the sales process.