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Mystery Shopping

User centric insights 

Mystery shopping is normally done either as a 'Simulation' or 'Live'. 'Simulation' means that we analyse all steps of the customer communication in bulk, while 'Live' means that we follow the communication real time, as it happens. When we evaluate each touchpoint, we specifically look for improvements that would increase conversion, retention or engagement. ​This usually involves; adjustments, additions, or removals aimed at fulfilling the specific 'job to be done.'

SIMULATION
Communication in 'bulk'
  • Suitable for analysing all touchpoints in one or multiple customer journeys without having to wait for it to happen 'live' 
  • Includes analysing: Assets, timelines, channels, segments and 'job to be done'
  • Can also be leveraged as an ongoing service
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Live
Communication 'Real-time'
  • Suitable as an ongoing service
  • The 'Mystery Shopper' is added to the flow by signing up or directly added to segment(s) in the database
  • Can be conducted in 'active mode' (engaging with all touchpoints) or 'passive mode' (only receiving information)

Methodology and way of working

DALL·E 2023-12-04 09.59.20 - A simplified icon for a customer journey, featuring a very basic, white line that forms a smooth path or road. The path should start from a simple, wh

MAP

Map each touchpoint

  • What is the target group?
  • What is the timing & channel?
  • What is the 'Job to be done'?
DALL·E 2023-12-04 10.03.02 - A minimalist icon representing Research, in the same style as the previous icons. The icon should feature a white magnifying glass or an abstract sy

EVALUATE

Evaluate and assess

  • Highlight weak links
  • Highlight gaps
  • Suggest changes and additions

 

DALL·E 2023-12-04 10.04.17 - A minimalist icon representing Plan, using the same style as the right icon previously created. The icon should feature a simple, white representati

PLAN

Prioritize and plan

  • Impact vs Effort
  • Prioritize
  • Create action plan

 

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