Mystery Shopping

Reveal your service mystery shopping

Explore our advanced mystery shopping program
With our experiences in mystery shopping, we can provide various classes trained mystery shoppers equipped with high technology equipments.

Mystery shopping can be done through direct visit, telephone, survey application or other methods depending on clients' requirements.

Mystery shopping in neccessary, when:

  • 1.Your employee hospitalities have a great effect on sales.
  • 2.You have a standard of hospitalities to be applied.
  • 3.You are operating your business more than one branch.
  • 4.You want to monitor, improve and maintain your company service level.

Program for Thailand

Our mystery shopping program is perfect for:

Business industries:
■ Retails (Luxury Brand / Cosmetics / Spa / Restaurant etc.)
■ Shopping Center
■ Banking Industries
■ Electronics Industries
Business Areas:
■ Bangkok
■ Central
■ Northern
■ Northeastern
■ Eastern
■ Southern

  • Mystery Shopper Club
    Recruited from a rich panel of Yimresearch's member. Only those who pass the qualification would be able to represent Yimresearch and carry out the program.


  • Research Support
    Mystery shoppers are trained and supported by an experienced
    Yimresearch team while are executing projects.


  • Combined Services
    Mystery shopping program could be supported by other Research services of Yimresearch. Clients will acquire the ultimate insight of consumers / shoppers on business operation from further studies.

Some of mystery shopping terms:

Mystery
Shopping
Provider
Research agency that provides mystery shopping program to Client.
Client
Individuals/ Organizations who want to conduct the mystery shopping program on their business.
Mystery Shopper
A person who has passed the qualification test and is assigned to conduct the evaluation of service in the appointed procedures, time and place.
Evaluation
The process of observing, collecting information by mystery shopper in order to examine the quality of given service.

Mystery Shopper Qualification

Qualified mystery shopper must pass the following procedure to meet common standards:

  • 1. Mystery shopper applicant will be recruited through email invitations or ealse he/she can the program directly via dedicated websites.
  • 2. Mystery shopper applicant needs to fill in his / her personal information (including all contact details) as well as available time for doing evaluation. Information is recorded on the websites or directly sent to the mailbox of mystery shopping provider.
  • 3. The system will check the authenticity of data. After that, mystery shopping provider will directly call mystery shopper applicant to reconfirm all provided information.
  • 4. Mystery shopper applicant is required to learn mystery shopping procedure before he / she gets the mandatory test.
  • 5. After finishing the module, applicants needs to join and pass the mandatory test. Only who can reach the score of 85% or higher can get the certification to become a mystery shopper.
  • 6. The mystery shopper now can check the available evaluation schedule. They can volunteer for some evaluations, then mystery shopping provider will appoint suitable mystery shopper to conduct the case.
  • 8. Mystery shopper who submit standard or higher quality report will receive prize, benefits, or some amount of money regulated in the mutual agreement signed with mystery shopping provide.

Mystery Shopping Process

1. Mystery Shopper Training
Mystery shopping provider organize training course in general to all mystery shoppers.
2. Mystery Shopper Appointment
Qualified mystery shopper will be chosen and appointed to conduct a mystery shopping case as they meet the typical requirements of the project.
3. Mystery Shopping
Mystery shopper will come to the appointed place in a specific time and play a role as a regular consumer to evaluate performance or quality of the key services.
4. Service Assessment
Performance of key services are assessed through the level of hospitality, cleanliness, tidiness, how the product is served or displayed, service speed, sales place maintenance, product availability, and so on. The checklist is built based on Client's needs and mystery shopping provider's recommendations which are approved by Client.
5. Report of Findings
Mystery shopper will record the findings in secret, and report the visit. There are some sections which mystery shopper needs to give objective feedbacks as instructions and other sections, which he / she can give his/her personal feedback.
6. Value Acquirement
The report will be used for improving the service in the particular area in the future, also it will be used as the learning materials for the rest of the clents' stores.

Why we are different

With the appliances that help mystery shoppers remember what they have seen during the process of observing

1. Voice recorder / spy camera in pen / eye glasses

With a complex of requirement / questionnaire that takes time to understand or remember, this tool could support the shopper to observe in the things that they might skip or forgot.
So after we re-run of it, they can remind for that time of observed, and we will not miss any information.

2. Real time survey mobile application

With this tool, our mystery shopper can answer the questionnaire immediately during the time of their observation.

Benefits of Using Mystery Shopping

Mystery shopping program help clients with:

  • 1. Receive complete consumers' feedbacks on all key services that client needs to know.
  • 2. Collect the evaluation of service with minimum bias since the mystery shopper would be disguised as an ordinary consumer.
  • 3. Monitor the standard of service across your channnels of retails.
  • 4. Evaluate the recent service procedure, get consumer insights to help improve the service standard. On further analysis, from the regular evaluation of mystery shopping program, you can monitor the standard during peak and off-peak hours, weekdays and weekends, and during high and low seasons.
  • 5. The report would be one of the tangible assesment for your services. Hence, the service can be evaluated and you can make a tangible target to maintain or improve your service level.

Ethics in Conducting Mystery Shopping Studies

Things to remember when you decide to conduct a mystery shopping program:

  • 1. Only qualified mystery shoppers have rights to conduct the evaluation as instructed.
    Picture / Illustration
  • 2. Confidentiality is the key. The mystery shopper should never reveal their identities, or access the same employee at various situations. (On the case where Client recognize the mystery shopper, then as a matter of the agreements from the mystery shopping provider, they should never reveal the identity of mystery shopper to their employee as well.)
  • 3. Mystery shopping is not a sales program. None of the mystery shopper will buy and own the product during the evaluation assignment period. All of the purchase, if any, will need to be sent back to the mystery Shopping Provider (including any promotion items or after sales service, vouchers...)
  • 4. Mystery shopping is not the best method to evaluate employees personally. This is a tool to measure the overall quality of the studied services.

number of panellist

15-Dec-2017 130,244

Free Direct HaiSurvey

Hotlines

Bangkok
+66 2 6530411
Jakarta
+62 29 022227
Ho Chi Minh
+84 8 3848 3731
Tokyo
+81 3 54217925
 

Company

Recruit

Contact

  • Bangkok +66(2)6530-411
  • Tokyo +81(3)5421-7925
  • Jakarta +62(21)2902-2227
  • Osaka +81(6)6390-1441
  • Hochiminh +84(8)3848-3731
  • Okayama +81(86)293-2934

Company

Recruit

Contact

  • Tokyo +81(3)5421-7925
  • Okayama +81(86)293-2934
  • Osaka +81(6)6390-1441
  • Jakarta +62(21)2902-2227
  • Bangkok +66(2)6530-411
  • Hochiminh +84(8)3848-3731