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Mystery Shopping

With Ethos you access a 15,000-strong squad of highly trained mystery shoppers with 600,000 assignments to their credit. Combine this resource with our decades of experience and innovation, and you have one-stop customer experience solution.

Our mystery shopping tools are market leaders. They provide fast and accurate customer-focused data and customer experience journey measurement.

Harnessing our expertise, we develop tailored questionnaires covering a range of aspects and touch-points with analysis supplied within 24-hours via our Mobile App.

Online Reporting

Our proprietary online and mobile reporting platform provides clients with real time survey results and mystery shopping research to inform improvement strategies. The platform can be accessed 24/7 from any smart device.

It features:

  • Visual analytics in an ‘easy to understand’ dashboard
  • Detailed scores displayed for each location
  • Overall scores by mystery shopping and surveys
  • Comparison tracking with previous waves/months

Mystery Shopping Benefits

  • Monitor your customer experience journey
  • Identify your weaknesses
  • Get feedback on each customer journey interaction point
  • Improve sales and boost revenue
  • Motivate employees
  • Identify poor performing outlets and channels
  • Monitor staff performance and identify training needs
  • Cost-effective monitoring of service standards
  • Benchmark performance against competitors
  • Discover how the market receives products and services

Key Features

Branches & Service Centres

Mystery shoppers observe and minute their experience of a physical store/branch/service centre to measure service quality and collate data on products or services

Call Centres

Mystery shoppers evaluate their call centre experiences and provide a detailed report on call answering, agent’s soft skills, product knowledge, turnaround time, issues resolution & regulatory compliance

Website / Email

Our mystery shopping programmes evaluate clients’ digital channels from the customer standpoint. This involves ease of navigation, requesting products & services, website standards, efficiency, and turnaround time

Mobile App / Smart Service

Our mystery shoppers test and measure clients’ mobile apps/smart services and report on their experience including accessibility, efficiency, information availability and responsiveness

Social Media

Our mystery shoppers test the functionality and responsiveness of clients’ social media channels by posing queries. They report with detailed analysis of accessibility, responsiveness, and accuracy

Live Chat

Mystery shoppers test the functionality of live chat systems reporting on availability, efficiency, responsiveness, and accuracy

Brand and Price Check

Mystery shoppers observe and/or interact with front line staff to collate specific information on price and/or brands i.e. competitor pricing and in-store product placement

Promotional Kiosks & Promoters

Our mystery shoppers measure the efficiency of special promotion offers. They evaluate promotional kiosks and report on the promotion’s availability, information accuracy and promotional standards

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