Mystery Shopping

Mystery shoppers were first employed in the 1940s as a mechanism to measure employee integrity. Tools used for secret shopping assessments are generally simple questionnaires. Most secret shopper companies administer through the Internet, allowing potential mystery shoppers to register for participation and find mystery shopping jobs online. The most common venues for a mystery shop are retail stores, movie theatres, restaurants, fast food chains, banks, gas stations, car dealerships, health clubs, and more.

Virtually any context where there is a customer/business interaction is open to mystery shopping:

• How long it takes before the secret shopper is greeted?
• How was the secret shopper treated during their visit at the location?
• Cleanliness of location and employees?
• Quality and taste of meal served?
• Selection of products/food and prices?
• Speed and efficiency of service?

Tailored to your Business

Drakemount’s mystery shopping programmes are far more than the typical tick box programmes of the past and go into the detail of what really affects the customer’s experience. There’s no ‘one size fits all’ mystery shopping programme. We create unique, flexible and results orientated programmes for each client that recognises and rewards great customer service, all of which are underpinned by:

Understanding the experience – Customer experience reports provide a balance of qualitative and quantitative feedback giving front line teams the opportunity to understand the experience of their customers and the impact of their actions and form a solid base as a training tool.

Insight & Analysis – Tailored user access to Drakemount’s unique, Customer Intelligence Platform, allowing results to be analysed in real time with a host of reports available for users to generate bespoke reports.

Engagement & Action Our creative marketing team work closely with you to communicate the results and advice to front line teams on how to refine their customer interactions while the insight teams focus on the strategic improvements of the customer’s experience.

The interactions between front line staff and customers define a business or brand and in today’s competitive world, having a detailed understanding of these interactions has never been more important.

Drakemount Online

Drakemount are proud to be appointed the Distributor for Retailhawk.com for Ireland.

Retailhawk is a software-as-a-service platform which provides an easy questionnairre processing and reporting solution for all of our clients. We believe that it is flexible and its strength of reporting is difficult to beat. We would like you to use it too!