Mystery Customer Reviews

Customer satisfaction is crucial to business success. Unless an organisation has an informed appreciation of its customer experience it will be unable to identify and rectify any potential problems that customers may encounter. A regular review of this experience, from initial contact through to final purchase and after-sales care, provides businesses with an invaluable insight into the workings and effectiveness of their own organisation.

By conducting well-targeted mystery customer exercises, GoodCorporation gets to the heart of the organisation and sees how its practices work from a customer’s perspective. This exercise helps highlight bad customer experience by testing customer facing business elements from various angles, ranging from online customer activities such as account creation and support helplines, to face-to-face retail experiences and complaints procedures. The findings help with customer retention and highlight areas where corrective actions are required.

GoodCorporation has conducted these types of mystery customer exercises in the financial sector, food and drink sector, for gaming companies, in the retail sector and in the telecoms sector.

The report consists of a detailed step-by-step account of the customer experience, with analysis of how this accords with the overall company objectives and the impact it has on company reputation. This can take the form of website screen shots with indicators of links that do not work or issues encountered (eg: online accounts, online shopping experience) or detailed written accounts of experiences when entering a shop or b2c premises.

Options for mystery customer audits:

  • The Mystery Customer exercises can be targeted at a specific product or sector of a business, or can look at the business as a whole
  • The mystery customer methodology is available for testing new product development and processes, prior to going live. This can range from software testing to staff training exercises.
  • Mystery customer exercises can also be undertaken in competitor organisations to benchmark a client’s performance against the best in the sector.