The Mystery Client analyses commercial performances of the retail chains and of all communication channels (shops, e-commerce, call centres, platforms, social networks) adapting strategies to each case: Mystery BE.Client, Shopping, Audit, Repair, Call, Web, Chat, Live Streaming. This approach is also useful to analyse the operative processes of competitors.
Projects to understand also the best performing among the points of sales of the company and inside the competitive landscape throughout Performance Indexes, KPI, NPS (net promoter score).
As a consequence of the post-lockdown health regulations all our surveys have been updated to verify the real application of these rules.

Through integrated research path – qualitative and quantitative researches, ethnographic observations, behavior studies and digital research – we provide a comprehensive overview of changes in clients’ purchasing experience, of decisional processes and of the approach of the consumers in relation to the different sales channels. This kind of research is essential to effectively review selling processes.

We perform data analysis on the basis of the information and data collected inside CRM platforms and throughout quantitative research. Consequently, we can identify the buyer personas – strategic or not for the company – in order to acquire information to focus marketing actions, to customize engagement and to communicate in a calibrated way.

This is an ethnographic research method which allows us to observe real customers inside shops, to understand what attracts them most and how they interact with the staff to acquire useful information on the effectiveness of layout, visual merchandising solutions and on relationship with the sales force. Applying this research method to the competitors’ analysis we can identify winning behaviors, weaknesses and strengths of the field in which the firm is involved.

Qualitative researches lead through focus groups and quantitative ones through clients’ interviews, are completed with analysis of opinions and conversations on social network, in order to offer a bigger picture of customers’ satisfaction level.

We can identify reasons of defection, rate of return, and strategies to regain market share through analysis developed on former clients or inactive ones.

Through the Mystery Shopping we verify if these standards are achieved: it is also possible to provide examples of images and Mystery Videos.