The Copernicus mystery shopping expertise can be used in a wide range of sectors helping to assess your staff training programmes and the degree to which your operational strategy decisions are being implemented at the customer interface level.
Considered mystery shop research to provides a consistent, independent barometer of sales/marketing initiatives or as a measure of the overall customer experience. It is a tried and tested research method that can provide objective feedback across many of a company’s key support functions including, physical store visits, contact centres and online channels.
Call us: +44 161 262 1990
Areas of Expertise
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Retail
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Hospitality, hotels, leisure & restaurants
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Fast food
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Convenience stores, forecourts and supermarkets
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E-commerce, on-line & call centres
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Financial Services
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Estate agents & property developers
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Automotive
Our mystery shopping reports are rich in detail
Your customers interact with your business in many different ways which is why our services adapt to reflect your business model and KPI’s. Our research is able to include standard mystery shop visits to physical locations, video mystery shopping, call centre research, online mystery shopping services or a combination of all of these
Data is collated and delivered in a readily digestible format direct to your inbox or via a shared on-line platform which allows for fully customisable reporting and tiered access for senior management, customer experience managers and insight teams.
Our mystery shopping reports are rich in detail and can be used to tell the story of your business from the perspective of your customers and your customer-facing personnel. We gather data which is relevant, measurable and actionable, bringing new insight to your management information reports.
In over 15 years we have worked on behalf of clients in virtually every significant industry sector including not-for-profit organisations.
Mystery Shopping can be used to address a number of business issues that you may be facing:
A few recent project examples illustrate the range of what is possible:
- A franchisor wishing to ensure your franchisees maintain brand values and systems
- A retailer who is concerned about customer service quality
- A charity who want to know how donors are treated
- A financial services company ensuring advisors comply with regulations
- A government department wishing to assess response times to enquiries or complaints
- Any business wanting to know how their competitors respond to enquiries
- A hotel who wants to monitor staff performance
We have been gamblers, scientists, service engineers, drivers, students, different nationalities, beauticians, plumbers, dentists, holidaymakers and every type of small business you can imagine. We have created electrical faults that need an electrician, minor roofing problems to gauge how honest a roofing contractor is. We have even cheated in exams (to check the invigilators are alert), parked on double yellow lines (to test the council’s parking wardens), shoplifted (to check the security systems) and gone for a massage. We have been under-age and pregnant, on parole and jobless, partially deaf or with a speech impediment, teenagers, pensioners and disabled.
If you have a requirement to test your business or your competitors, please contact us today. You never know what you may find (but find it before your customers do!).
Call us: +44 161 262 1990
Tell me more about how well we treat our customers
Copernicus is a member of the Market Research Society. Your assurance of the highest professional research and reporting standards.
Mystery Shopper Products and Services
There are several ways that we can help you to highlight areas of excellence and any shortcomings in your business or a competitor business.
Face-to-Face
Retail
We visit your restaurant, shop, bar, bank branch, car dealership or another outlet. We may or may not purchase, depending on how essential that is to achieving your objectives. We may be asking about insurance, expensive wine or a special dress. Or we attend a meeting report back on how it feels to be a delegate.
Travel
Our staff travel on your trains, planes, ships, buses, coaches or in your taxis. Go on one of your holidays or stay in one of your hotels and relay back their experience.
Hospitality
We go to pubs, wine bars, clubs, theatres, cinemas, opera houses, fast food outlets, gourmet restaurants, tourist attractions, spas and hotels.
Home
Our staff order goods for delivery at their home and let you know when those goods arrive, in what condition and whether they were correct as ordered or they ask you to deliver a service (such as fixing a burst pipe or cleaning a carpet) at their homes and tell you how well your staff did the job.
Miscellaneous
We test invigilators in exams, attend business presentations, visit exhibitions, take electronic goods for repair and employ couriers. We check out on-street sellers of charity donations and door to door canvassers
Business-to-Business
We attend conferences and meetings, sit in on sales presentations, make wholesale or trade enquiries and purchases, apply to join business groups and professional bodies.
Video
Our experienced video operators can be the mystery shopper and film the encounter to give a view as seen by the customer, or they can accompany another mystery shopper so they can film the whole interaction between customer and staff. For some programmes they accompany genuine customers – for example, taking a car in for a service and retrieving it afterwards. Telephone and Internet. Telephone – Outbound
We make calls pretending to be customers and report back on how the call was handled. They can test all your telephone lines (quick speed-and-greet or longer calls), your call centre, and your email response, as well as your web site. We can provide digital recordings of every call to help you coach staff towards excellence. We can test how you responded after business hours, how professionally your staff transferred calls and how quickly and efficiently you sent goods out by post.
We have text-phones to test your response to disabled callers and mobile numbers so we can accept callbacks.
Telephone – Inbound
We can also provide an inbound call service to monitor your outbound Call Centre activity. Our team will answer as if private individuals or businesses as required.
Internet
Internet sites which offer a response facility have acquired a poor reputation – it often seems that response forms disappear who knows where. We can monitor your site giving you feedback on usability and functionality, and how quickly and reliably our enquiries receive a response from your company. We have a panel of home internet users who carry out this service using a variety of different email addresses.
Business-to-Business
With your help, we can find ways of simulating a business calling your lines
Customer Satisfaction Research
We can interview your customers by telephone, on-site, by web-based survey or using our mobile phone feedback facility. We can tell you what they think of your service and what they would like you to change or improve. We can find out why former customers switched to a competitor or whether current customers might consider doing so and why – and what they say you can do to ensure they don’t!
Paper-based Surveys
We can run your paper-based customer surveys such as comment cards and postal surveys, providing a data entry service with periodic summary reports. We can provide feedback sheets for delegates at your conferences, validation and evaluation forms and reports for trainees on your courses.
In fact, if you want to know how well your business, or your competitors business, is performing, contact us today.
