Mystery Shopping Services from IMS

Mystery shopping activities covertly measure and report on customer service and can be used for some of the following reasons:

* To improve levels of customer service
* As part of staff motivation programmes
* To create management focus
* To evaluate your KPIs (Key Performance Indicators)
* To encourage staff involvement and training
* To independently measure standards and training retention
* To provide a mechanism for staff reward and raise standards

Mystery shopping is traditionally carried out in the business to consumer environment, but it is now being valued across a much wider spectrum of customer service situations including business to business.

Mystery shopping campaigns not only measure levels of customer service but through driving awareness, competition and a sense of pride can help increase customer service levels. IMS are also able to offer our clients audio mystery shopping services on request.

Covert auditing involves obtaining information regarding a product or service without revealing the purpose of the activity to outlet staff. It can be used for some of the following reasons:

* To assess product placement
* To check promotional compliance
* To check pricing levels
* To obtain information regarding competitors products
* To evaluate service standards



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