Mystery shopping tells a true story about your customer service. We are specialized in mystery shopping, emailing, chat, calling, mystery feedback shopping and online mystery shopping.
The customer journey is nothing more than a customer's journey 'towards and through an organization'. How customers experience this journey depends on many factors. Because as simple as it sounds, it is so difficult in practice to find out how a customer actually experiences his of her customer journey and which moments influence the experience. A proven effective method for this is the use of mystery shoppig research.
With mystery shopping it is possible to measure in the moment to find out exactly what happened. By measuring in the moment with mystery shoppers, we can gain much more and deeper insights into customer experiences. Not only things that are important for the customer, but also strategically important for your organization.
Mystery shopping research
How do customers experience their journey depends on many factors. Because as simple as it sounds, it is so difficult in practice to find out how a customer actually experiences his of her customer journey and which moments influence the experience. A proven effective method for this is the use of mystery shoppig research.
Telephone contact is often the first personal contact between a customer and an organization. This first impression is therefore very important in the journey.
Mystery calling examines how service minded, customer minded and sales minded your employees are in speaking to customers.
Feedback mystery shopping
In this form of mystery shopping research, the mystery shopper makes himself known directly to the employee. The mystery shopper gives feedback about the way he or she has been helped after his or her visit. This way, you get information about the customer experience in the moment itself.
Measuring the core of your retail/dealer/shop location by using hard data and gain direct insights on PoS materials, brand compliance, pricing and stock levels.
Online mystery shopping research
Excap is market leader in the field of mystery shopping research, with a high-quality database of thousands of mystery shoppers and partners, internationally distributed. Because of this, we are able to deploy the right target group and conduct reliable research at home and abroad.