The Mistery Client activity aim at the development and improvement of the service for each client, for each point of sale and in every moment of the day/week.

This means, from a research point of view:

• Constantly monitoring the level of satisfaction and management in relation to the standards established;
• Evaluate the performances of the different points of sale in relation to those standards;
• Identify the performance gaps.

This particular passage allows to put into practice all the operating decisions that can allow to:

• Increase the level of satisfaction of the clients;
• Increase their loyalty to the trademark/point of sale;
• Consequently increase the sales.

The method that we have developed is based on some basic assumptions:

• A real survey that evaluates on a special file, in an “objective” way, some specific parameters, e.g. kindness of personnel, waiting time; …;
• An attentive observation that allows to measure a series of parameters: cleanness of the point of sale; number of staff members, …

Every inspection is performed in a very natural way and should manage to assess every single aspect.

Each evaluation and observation file is completed outside the point of sale (it is obviously important not to be seen) and then regularly edited and uploaded on a computer system.

A Mistery Client investigation is a very simple process once tested, but it is also complex, so it is important that its rules and regulations are strictly respected. 

The visits are distributed within the entire period, meaning one year or a quarter, in order to consider:

• Geographical position;
• Day of the week;
• Time band of the day.

The surveys are carried out by a highly qualified team which is specialized in the different surveying areas.

Each surveyor is controlled on:

• Respect of visiting time;
• Respect of the mistery shopping performance;
• Evaluation of the forms filled in.

For each surveyor an evaluation form will appear and will be filled in by the supervisor.

OUTPUT of the research. As indicated, the output is given to the client as aggregated DB of the surveys per single point of sale visited. The output is given on an excel file and contains deadlines to be defined.