If you have ever wondered about a Mystery Shopper service but have been unsure of how to you could most effectively make use of this service? Look no further.
Mystery Shopping can be tailored to deliver results for any business, whether its face to face, undercover shopping in stores, or telephonic enquiries or bookings online. At FMI we offer a bespoke multi-channel approach to a Mystery Shopping service which allows our clients to gain significant insight into all of their customer touchpoints in their decision journey.
FMI offers a number of different shopping types including:
In-Store face to face interactions:
There is no better way to understand the intricacies of customer service than in person. Having shoppers instore who are able to relay their experience in person gives brands a first-hand account of consumer’s experience which include observations which would otherwise have been missed.
Online ordering & home delivery
The digital economy is worth about 6% of Irelands GDP, with consumer spending online set to double in the next 5 years. This is undoubtedly a channel that cannot be ignored. With tough competition online, customer service can be one of the core differentiators that builds loyalty and trust, which is paramount to any long term growth strategy.
Email enquiries
E-mails often get a bad reputation, but used efficiently it can be one of the most effective means of communicating personally with clients in a timely yet non evasive way.
Telephone enquiries
Offering effective customer service via phone calls can be extremely effective. Consumers use phone enquiries as a means to solve problems swiftly and personally. Answers to enquiries need to be tailored to meet the individual caller’s requirements. A telephone conversation conducted and concluded successfully can be a tremendous tool in building loyalty and customer advocacy.
Audio & video recorded Mystery Shopping.
To bring the research to life, recording the experience by either audio or video, gives a full accountable record of the experience. This can be invaluable in allowing clients to observe first-hand both the challenges and successes of the brand engagement.
FMI work closely with our partners to tailor a Mystery Shopper service that allows companies to focus on their core customer experience. With a Mystery Shopping panel of 2,000+, we can match individual customer profiles to our shopper panel to ensure our clients get the best possible insight at all times.
If you are looking to improve your customer experience by bench-marking your customer service representatives against the highest industry standards, our programmes allow for the rewarding of exceptional customer service, as well as proactively highlighting areas for improvement.
At FMI we pride ourselves on providing invaluable insights & delivering results in a cost effective and timely manner.
FMI’s culture is built on high standards of service & unwavering attention to detail, as we believe the most important business interaction is the one between a company and its customer.
If you have ever wondered about a Mystery Shopper service but have been unsure of how to you could most effectively make use of this service? Look no further.
Mystery Shopping can be tailored to deliver results for any business, whether its face to face, undercover shopping in stores, or telephonic enquiries or bookings online. At FMI we offer a bespoke multi-channel approach to a Mystery Shopping service which allows our clients to gain significant insight into all of their customer touchpoints in their decision journey.
FMI offers a number of different shopping types including:
In-Store face to face interactions:
There is no better way to understand the intricacies of customer service than in person. Having shoppers instore who are able to relay their experience in person gives brands a first-hand account of consumer’s experience which include observations which would otherwise have been missed.
Online ordering & home delivery
The digital economy is worth about 6% of Irelands GDP, with consumer spending online set to double in the next 5 years. This is undoubtedly a channel that cannot be ignored. With tough competition online, customer service can be one of the core differentiators that builds loyalty and trust, which is paramount to any long term growth strategy.
Email enquiries
E-mails often get a bad reputation, but used efficiently it can be one of the most effective means of communicating personally with clients in a timely yet non evasive way.
Telephone enquiries
Offering effective customer service via phone calls can be extremely effective. Consumers use phone enquiries as a means to solve problems swiftly and personally. Answers to enquiries need to be tailored to meet the individual caller’s requirements. A telephone conversation conducted and concluded successfully can be a tremendous tool in building loyalty and customer advocacy.
Audio & video recorded Mystery Shopping.
To bring the research to life, recording the experience by either audio or video, gives a full accountable record of the experience. This can be invaluable in allowing clients to observe first-hand both the challenges and successes of the brand engagement.
FMI work closely with our partners to tailor a Mystery Shopper service that allows companies to focus on their core customer experience. With a Mystery Shopping panel of 2,000+, we can match individual customer profiles to our shopper panel to ensure our clients get the best possible insight at all times.
If you are looking to improve your customer experience by bench-marking your customer service representatives against the highest industry standards, our programmes allow for the rewarding of exceptional customer service, as well as proactively highlighting areas for improvement.
At FMI we pride ourselves on providing invaluable insights & delivering results in a cost effective and timely manner.
FMI’s culture is built on high standards of service & unwavering attention to detail, as we believe the most important business interaction is the one between a company and its customer.
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