Mystery Shopping and Market Research Campaigns

Mystery Shopping and Market Research Campaigns

Benefits of an ongoing mystery shopping or market research campaigns include:

·  Training follow up within a reasonable timeframe

·  Highlight areas for increased training

·  Team motivation

·  Positive driving force keeping team members aware to ensure great customer service and product promotion success

·  Provide a platform for regular follow up and performance feedback

·  Maintain consistency

·  Communicate core company goals through performance evaluation

·  Team awards and incentive programs

·  Complement regular team member appraisals

·  Target corrective action needed

·  Ensure team members remain attentive to all customers at all times

Benefits and how to best use your ShopAngels campaign:

The mystery shop is a very powerful tool in marketing your products or services. It encourages shoppers to experience your products and service, thus giving you an excellent marketing opportunity.

·  Use your campaign as positive reinforcement to all team members, linking it with your team rewards, team rewards and/or bonus system.

·  It is a beneficial tool for upper management to gain a bird’s eye view of the business performance from a customer’s perspective.

·  Ensure the roll out is managed effectively and team members are aware of their important role in the program.

·  Run historical reports to monitor trends companywide or within a target region or manager area.

·  Associate specific information gathered to specific business areas.

·  Asses training requirements on a continual basis – receive real feedback as to the effectiveness of each training module/seminar etc. and review areas team members are struggling with.

·  Compare locations and performance on an ongoing basis.

·  Perform individualized team member or location training

·  Pinpoint areas of excellence as well as areas for improvement.

·  Stay ahead of competition and increase market share through customer research.

·  Empower team members by providing regional mangers with login and report access, thus creating greater ownership in their role.

·  Develop a performance based team member competition based on the mystery shop or market research results for greater motivation and employee retention.

Please click on the URL to view some of our reporting and software capabilities:

http://shopangels.shopmetrics.com/custom/demo/demo.html

Benefits of a Kick-Start your campaign:

Many of our clients both large and small, kick-start their mystery shopping campaigns by having 2 – 3 weekly visits initially in the first month before moving on to the standard monthly visits.

This allows you to gather initial information, giving you a current benchmark standard of each location, team member or product etc. You can then use these scores and data as a comparison moving forward, when assessing, training or marketing.

This is a valuable tool used in Market Research that allows you to quickly record an average score in a short period of time, ensuring you can target changes, promotions and most importantly training immediately. Instead of waiting 4 months to use the average results, you can start using your results effectively after just 4 weeks. Your average score is important.

Benefits of a product reimbursement:

The product reimbursement during a mystery shop is a very powerful tool in marketing your products or services. It encourages shoppers to try your products, thus giving you an excellent marketing opportunity.

The reimbursement amount is at your discretion, and can be removed in full if you wish, however we do find that visits with a purchase at the end lend more authenticity to the actual experience and it allows you to also assess transaction questions. This is the most efficient and effective way we have found for a full service evaluation of your business and total customer experience.

Reimbursements will also allow you to ascertain the identity the team member and will verify to your team members the legitimacy of the visit. Regularly our shoppers spend more than the maximum reimbursement amount and the majority of our clients actually make money from their Mystery Shopping/ Market Research Campaigns.

At the counter BENEFITS:

·  Shoppers typically spend more money in-store than the reimbursement limit

·  Increase your customer base with these often new customers

·  Greater word of mouth opportunities with existing customers, especially on new product ranges.

·  Increased brand recognition

·  More customers carrying around your corporate shopping bag in the centre

Survey BENEFITS:

A reimbursement survey allows you to measure and assess:

·  The add-on sale more effectively.

·  Whether items are being introduced at the counter.

·  The packing and wrapping of all items is correct and in line with company branding.

·  Whether receipts are issued as standard to all customers.

·  Team members continue the quality of service to full sale finalization

·  Customers are provided with undivided attention through the experience.

·  Price and product checks

·  Customers are invited back, handed catalogues or other promotional material.

·  Polite farewells are given with positive parting comments.

How does the ShopAngels reimbursement service work?
The reimbursement process is very simple and broken down as follows:

·  You provide ShopAngels with the reimbursement limit you wish to spend. This amount must cover a standard base product.

·  ShopAngels will create survey questions to assess counter service.

·  The shopper must purchase an item at the value of your choice and they must get a receipt. If they are not handed a receipt, they will ask for one unless otherwise specified by you.

·  The shopper will only be paid the amount they are approved to spend e.g. If you approve $25 as the reimbursement they can spend $65 but they will only receive $25

·  The receipt is also uploaded to your report for you to view.

·  The total monthly reimbursement amount will be listed on your invoice so you can calculate the money saved/made on you Mystery Shopping campaign.

Extensive services:

·  On-site mystery shopping

·  Brand assessment and recognition

·  Competitor research campaigns

·  Market research campaigns

·  Promotional research campaigns

·  Marketing and promotional evaluations

·  Telephone or Internet mystery shopping

·  Loss prevention awareness mystery shops

·  Franchisee - promoting, merchandising, product knowledge

·  Cleanliness, sales

·  Stockists/suppliers - your brand promoting, merchandising, product knowledge

·  Team award program

·  Price and product checks (available both onsite or for opposition)

·  Reports available to you within 24 hrs of visit completion

·  Shoppers available 24 hours a day

·  24hr worldwide, secure online reporting (allowing you total control over your reports).

·  Customised reports and surveys

·  Easy to read, accurate and detailed reports assessing the customer service and company performance.

·  Customer service evaluation

·  Customer awareness

·  Company standard assessment

·  Cleanliness of premises

·  Merchandising and presentation

·  Team and site appearance and first impressions

·  Overall customer perception and experience

ShopAngels

Capability of ShopAngels:

ShopAngels has a long and extensive history in working with a wide range of industries worldwide. ShopAngels works with many large corporate and retail companies and small companies throughout Australia and internationally. Added to this, we work on the market research and mystery-shopping component for various worldwide business awards campaigns, government research campaigns etc. that sees us assessing across a number of industries where accuracy and turnaround is of the utmost of importance. Our experience in mystery shopping and market research across all facets of business is your guarantee ShopAngels are well placed to deliver a market research program that best meets your needs.

Reporting Elements:

ShopAngels understands the importance of accurate and timely reporting for you to target corrective action, product or branding promotion and competitor feedback or recognise superior service. ShopAngels provides a personalised report for each visit. These reports are delivered to your secure online login within 24 hours of the visit being completed. Added to this, we have a variety of extra reporting tools you can use based on these results, including online displays, top 10 locations, location rankings, survey summary analysis by question, client history reports, location analysis and with the ability to develop company specific reports etc.

Quality of Shoppers:

We will provide shoppers/researchers reflective of your customer base. By providing us with basic profiling, such as gender, age group etc. we can ensure a variety of shoppers with these base profile characteristics assess each location. We vet and approve each and every shopper application before allowing them to join our team of Angels. All shoppers/researchers are experienced and we maintain shoppers only of integrity, honesty and reliability, which is done through our internal shopper grading system. New shoppers are provided with resources and are fully supported by our management team to help them acquire the confidence required for an accurate shop. All completed surveys are proof read by our editing team to guarantee accuracy of information at all times.

Extent of the Service Level agreement:

ShopAngels provide the specific services selected by you, whereby we send shoppers on our behalf to test, assess and report upon their visit experience specific to the desired deliverables as requested by you. We will ensure all visits are completed within the timeframe specified. Upon learning more about your requirements, additional detail on this can then be provided.

Your Company Culture:

Upon commencing a ShopAngels campaign, you are allocated your own personal Campaign Manager who is available 24/7. The purpose of this team member is to manage your campaign. We will ensure all shoppers/researchers are briefed and understand your company objectives and campaign requirements.

Representation:

We have a large shopper base all over the world in counties such as Australia, New Zealand, Hong Kong, Singapore, Malaysia, USA, London, South Africa, and Germany etc. Our head offices are based in Australia, we work closely, communicate and have great relationships with all our clients via email or phone and visits can be made to meetings and conferences throughout Australia and internationally if required. Also, the majority of our work on your campaign is Internet based and historically we have found that teleconferences and emails allow for a successful campaign and saves time and money for our very busy clients.

Starting your campaign in 5 easy steps:

We understand that your time is valuable. Because of this, ShopAngels takes all the hassle out of setting up your campaign.

1.  Personalised survey developed in conjunction with your business requirements:

ShopAngels wills develop a personalised survey in conjunction with you, based on your brand priorities/goals. Surveys are flexible and can be revised as required, or if your goals change at any time.

2.  Locations:

Simply forward your location listing and we will randomly choose your sample based on the predetermined percentages required. Alternatively, forward the exact locations you would like included in your sample, however this approach will not provide as accurate data as a random sample would.

3.  Finalise survey:

You will be given an opportunity to approve the survey before the campaign begins. After the first month, we also run through this with you and make any required changes moving forward to ensure you are gathering the most accurate and useful data at all times.

4.  Welcome to ShopAngels:

Once the above setup is completed by ShopAngels you will receive a welcome letter with your personal login details and an overview on our system features.

5.  Receive your results:

ShopAngels will commence variable scheduling and allocate visits to your profiled shopper. Once the visit and report has been completed, you will receive an email notifying you of a result online. You are then able to securely login to our online system anytime, 24/7 and retrieve your results. There are various reporting resources also available to run historical reports to determine trends, or regional reports or a combination!

Watching Over Your Business