Mystery Shopping

Customer experience is a crucial element for the success of any business. Our mystery shopping service is designed to help you understand and improve this experience effectively and tangibly.

Mystery Shopping

Mystery shopping is an evaluation technique where an anonymous customer visits your establishment (hotel, restaurant, retail store) incognito. This allows for gathering valuable insights into the real experience of your customers, complementing your customer satisfaction surveys.

• Digital Platform: Powerful, real-time, and customized tools tailored to YOUR needs, centralized and ready to equip your employees and network managers.
• Expert Team: With over 20 years of experience, our team of experts including onboarding specialists and online support ensures you always have direct contact with Smice to assist and guide you in using our tools.
• In-depth Analysis: Our visit reports include a thorough analysis of every aspect of the customer experience, including strengths and weaknesses.

Our Approach

• Objective Customers: Our mystery shoppers are carefully selected to provide objective and precise reports. Their experience in your industry enables them to deliver relevant evaluations.
• Actionable Reports: Our reports are detailed, easy to understand, and delivered within 48 hours. We identify strengths and weaknesses in your service and provide you with concrete recommendations to enhance the customer experience.
• Intuitive Digital Platform: Our platform facilitates the planning, tracking, and analysis of mystery visits. You can access reports and data in real-time.
• Global Network: We have a dense network of mystery shoppers throughout France and expanding across Europe.

Benefits for You

• Improving Customer Satisfaction: By identifying aspects of your service that do not meet customer expectations, you can enhance their satisfaction.
• Standardizing Your Network: Assure your customers that they will have the same experience wherever they go.
• Enhancing Your Brand Reputation: Providing an exceptional customer experience can strengthen your reputation and foster customer loyalty.
• Identifying Growth Opportunities: By better understanding your customers’ needs, you can identify new product or service opportunities.
• Quick Response to Issues: By receiving mystery shopping reports within 48 hours of the visit, you can respond promptly.

Characteristics

• Easy Planning: Our platform allows you to schedule mystery visits with a few clicks. You can define evaluation criteria, schedule dates and locations for visits, and track their progress. Additionally, our task management system enables you to receive alerts for delays or issues.
• Real-time Tracking: Monitor visit progress in real-time through our intuitive interface. You can review visit reports, view photos and videos taken by mystery shoppers, and track your performance indicators. Our notification system also alerts you to issues or deadline overruns.
• In-depth Analysis: Our visit reports include a thorough analysis of every aspect of the customer experience, including strengths and weaknesses. You can also compare performance across different sites or teams to identify improvement opportunities. Our statistical analysis tool helps identify trends and correlations for a comprehensive understanding of your customer experience.
• Data Centralization: All your mystery visit data is centralized in our platform, making it easy to access and analyze. You can also export data to other analysis tools for further examination. Our data management system allows you to control data access and track user modifications.
• Training and Support: Our support team is available to help you make the most of our platform. We also provide comprehensive guidance on using the platform and mystery visit methodology. Our support system enables direct contact with our onboarding specialists for real-time assistance.