deutsch  english  español

Mystery Shopping

Mystery Shopping and Mystery Calls are used to determine objectively and subjectively identifiable criteria that cannot be measured by surveys. Real customer situations are generated, evaluation of the optimization potential from the customer's perspective is shown and the overall service quality is tested. This is done by test customers who make authentic purchases.

The telephone hides certain factors that would not be otherwise measurable, these tests allow objective and subjective criteria to be recognized. Some measurable values for

Mystery Calling
are: number of attempted calls, waiting time, greeting, friendliness, accuracy, clarity of the information, language skills, offer of substitute services, personal disclosure, tone.

Personal Mystery Shopping
: waiting time to service the customer, facilities at the service desk, whether the sales desk was clean, greeting and contact, accuracy, clarity of information given, language skills, list of substitute services, personal disclosure, disruptive welcome and outreach, tone, assessment of friendliness, staff appearance and personnel and non-verbal communication.


Conception of the interview guide
- in close cooperation with the client, mystery shopping scenarios are developed with clear task-setting. The mystery shopping can be varied based on the services being tested. Thusly, the scenarios are developed in consultation with the customer to consider which objective and subjective criteria should be measured. Some of the features tested include: advisory skills, friendliness of staff, replacement, comfort level, offer of alternative products or replacement offers.

The measured values are divided into objective criteria (such as waiting time) and subjective criteria (such as assessment of kindness) and are graded along standarized scales. There is also an option that the shopper logs their experience in open questions to deepen the qualitative analysis.

Project Examples

...............................................................................................................................................

Regional Analysis
Analysis of the development potential of the Erzgebirge Mountains

The CONOSCOPE company inomic has been successful working with the Centre for International Economic Relations (ZIW) at the University of Leipzig, conducting several studies on the development of the service sector in the Erzgebirge Region.[more]

...............................................................................................................................................

Regional Analysis
Regional economic significance of major companies coming to the area

The CONOSCOPE company, inomic, examined the economic effects of the BMW plant with its partners the Universities of Leipzig and Halle. A press release by the Sächsische Zeitung from April 9, 2010, summarizes the results of the study. [more]

...............................................................................................................................................

Competitive analysis
Competitive analysis of the German health insurance market

The insured and their preferences. An online survey of 500 patients helped us to raise the level of awareness of information and preferences of the health care market. From the 2009 GKV Insurance Monitor. There are four insurance types. Value-oriente[more]

...............................................................................................................................................

Regional Analysis
Regional economic importance of utilities

We are looking for utilities whose role in the regional economy and regional effects on the labor market and income are significant. Despite apparent increases in competition for customers in the energy market, energy prices are increasing. There are[more]

...............................................................................................................................................

Market and Opinion Research
My customers in 20 years

KONTUR 21, a CONOSCOPE company, designs and evaluates new statistical models in order to get deep into the data. One of these new methods analyzes how future customers impact the bottom-line.[more]

...............................................................................................................................................

Regional Analysis
EU-Project for Supporting the Biotech Industry in MERCOSUR (South America)

As part of the International Technical Expert team from 2008 to 2010, we developed the biotech platform, www.biotecsur.org with analysis and compilation of the best practices from Europe, expert panel participation, and supported by South American an[more]

...............................................................................................................................................

Market and Opinion Research
Satisfaction Analysis

We offer health care providers the support needed to their quality officers in order to capture the patient and staff satisfaction, evaluate the results and implement targeted strategic and marketing activities.[more]

  ..........................................................................................................................................................................................................................................
2019
|   Copyright CONOSCOPE® RESULTING GROUP   |   Weblog   |   Legal   |   Downloads