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Mystery Shopping & Customer Experience
Why Choose Centopixel?
Many years' experience: We operate in the Mystery Shopping sector with in-depth knowledge of clothing, furniture, footwear, cosmetics, electronics, retail, hotels, luxury, amusement parks, restaurants, sports.
Qualified Professionals: Our Mystery Shoppers are experts in targeting your typical customer and personally trained by our senior consultants to assess every detail of the customer experience with a critical and unbiased eye. We do not entrust the selection and training of employees involved in our analyses to online platforms whose sole purpose is to reduce costs at the expense of quality, but solely to our team members.
Customised Methodology: We design the research by analysing your specific needs and create Mystery Shopping plans tailored to you and your objectives, defining together the scenario, the questionnaire and all aspects to be observed.
Detailed and Concrete Reports: We quickly provide clear and comprehensive visit reports for easy and useful data reading to share with your team, highlighting strengths and areas for improvement, with concrete suggestions to optimise your customer experience.
We support, when required, our clients in defining and implementing the action plan resulting from the analysis.
Our Mystery Shopping Services
Mystery Shopping in Shop: Evaluation of the welcome, staff competence, product display and efficiency of the sales process.
Mystery Traveling in Hotels: Evaluation of the welcome, staff competence, service and efficiency.
Mystery Shopping Online: Evaluation of website usability, clarity of information, ease of navigation and the check-out process.
Mystery Calling: Evaluation of the quality of telephone customer service, operator courtesy, speed of response and ability to solve problems.
Mystery Email/Chat: Evaluation of the timeliness and quality of responses to emails and chats, the courtesy of operators and their ability to provide useful information.
Why Customer Experience is Critical to Your Success
In an increasingly competitive market, customer experience is the key factor that distinguishes successful companies and ensures effective market positioning. Satisfied customers not only return, but become excellent ambassadors, generating positive word-of-mouth and good reviews. How can you be sure that your customers have an experience that lives up to expectations? How does a company identify and correct any shortcomings in its service? The answer is Mystery Shopping.
What is Mystery Shopping?
Mystery Shopping, or mystery customer, is a market research technique in which qualified professionals pretend to be customers in order to assess the experience for themselves. Our Mystery Shoppers analyse every aspect of the interaction, from the first impression to the effectiveness of the sales staff and after-sales service, providing you with detailed and objective feedback.
Want to improve your company's customer experience?
Find out how Mystery Shopping can improve your customer experience and lead your company to a higher performance. Contact us for a free, personalised consultation.
Job 2024
Analysis of the customer relationship in single-brand clothing, home furnishing and cosmetics shops with mystery clients on target that allowed us to identify the company's oases of excellence and the aspects on which to improve with particular attention to increasing sales, both in terms of upselling and cross-selling.
Our intervention enabled our client to activate a targeted training course for its sales staff to improve its weak points.
Analysis of the Customer Experience in high-end single-brand clothing boutiques with mystery shoppers who, by simulating the purchasing experience and trying on garments, identified the company's critical points in the relationship with its customers in order to activate a path for improvement for its sales team.
Analysis of the Customer Experience in high-end boutique hotels with mystery shoppers who, by simulating the experience of staying overnight and using the intern services, identified the critical points of the structure in the relationship with its customers in order to activate a path for improvement in its sales team.
