Make more of your research budget with made-to-measure mystery shopping programmes

What is your customer’s first-hand experience of your service?

How much does your service match customer expectations?

Mystery shopping surveys can tell you. They are a well-known market research tool used worldwide to measure service standards. Mystery customers observe things from the customer’s point of view and report back their experience, based on a tightly controlled set of questions.

The performance of any brand, however loved or popular, needs careful monitoring. By continually paying attention to the performance and achievements of your team throughout the chain of service delivery, you encourage continued loyalty from both customers and the team members themselves.

5 good reasons to choose FSM for your mystery shopping

• We use professional profiling tools to double-check and verify the suitability of all our research respondents.
• We select only those respondents who match up as genuine customers in your marketplace.
• Our respondents are thoroughly briefed about the specific project in hand.
• All our respondents understand the sensitivities involved in mystery shopping.
• We check and validate all data that comes back to us before incorporating it into the survey results.
• Our reporting style is creative and insightful, and the results allow you to more easily identify key areas for performance improvement.

If you’re thinking of starting a new mystery shopping programme, or refreshing an old one, contact FSM  to take your plans forward.

Join our team of respondents and help improve the quality of customer service. Sign up as a mystery shopper and as a respondent for other types of research.