Mystery Shopping
With years of experience in mystery shopping, state of the art technology and a commitment to raising the bar, The Realise Group are the people to talk to about measuring the customer experience in your stores. We go beyond delivering “the basics” of mystery shopping.
The types of mystery shopping we offer include:
- In-person
- Telephone
- Internet
- Competitor benchmarking
Sophisticated but user-friendly reporting systems
Our mystery shopping product is managed through a state-of-the-art proprietary software package which has been specifically designed to manage mystery shopping data and to capture and manage other customer research required in the retail environment.
Our system has been designed to handle significant volumes with maximum efficiency. It is web-based and has many automated processes, enabling fast turn-around of results. All reports are available via the web, using tiered access to ensure users have access only to reports they are authorised to see.
There’s no use collecting the information if you can’t use it. Our system generates a range of reports which are user-friendly and which focus on delivering the right information to the right people. They are designed as management tools which allow people at various levels to understand the strengths and opportunities in the business and track trends at a micro or macro level. The reports can:
- Graph results
- Track improvements and trends
- Include benchmarks
- Report by question
- Report at various levels
- Rank stores / areas / states
- Produce a variety of summaries.
Our reporting gives a “snapshot view” for each level – and then drills down to the detail, allowing a user-friendly, time-efficient analysis of concerning trends or evaluation areas.
Questionnaire design
The Realise Group prides itself on designing questionnaires which are detailed and able to paint a complete picture of the shoppers’ experience in line with our clients’ Key Performance Indicators. We work closely with each client to develop an effective mystery shopping questionnaire that achieves the specific objectives of the program and is in accordance with your training program, operational procedures and branding. We definitely do not believe in one size fits all mystery shopping questionnaires!
Accredited and engaged field force
Our rigorous mystery shopper accreditation program ensures that all shoppers receive initial training on the requirements and responsibilities of their role and are up to the task before they are sent out on assignment. Our extensive database of accredited mystery shoppers across Australia and New Zealand allows us to match the shoppers to your customer profile if required. We also have global affiliates and can take your program worldwide.
We pay our shoppers more than other companies because we understand the value of their contribution. We know reports are only as good as the data that creates them. Having shoppers who are motivated to do a good job for us (for you!) is absolutely crucial to the success of the program. We get to know our shoppers, we value them, we engage with them and we like to keep using the ones who have proved to be reliable, trustworthy and suitable for the job. Our program co-ordinators know and engage with their shoppers through continuous and frequent personal contact.