Mystery Shopping for optimal service and quality
How is the customer experience in your venue? Are your products being actively upsold as expected?
Hands-on feedback will help you to understand how well your brand promise is being delivered at each customer touchpoint, ultimately enhancing customer satisfaction and loyalty.
What's the process to start?
1. Identify your service gaps
Identify strengths and weaknesses in your operations. Define the quality service and customer experience elements you want to track and improve.
2. Deploy the crowd!
We will create the mission for Spotters to complete in each venue across Australia. They will share their experience and provide all insights through the App.
3. Track results
Track all results in your live dashboard. Access to audio, videos or photographic evidence of each result to see what your customers see. Measurements allow you to redefine strategies to improve your customer experience.
Contact us to get started
Contact usWhat can you achieve from the Mystery Shopping program?
Staff compliance
Your staff appearance is a reflection of your brand identity. This deserves to be monitored regularly.
Are employee's name tags and uniforms correctly worn?
We measure:
Customer service
Product upselling
Staff appearance
Customer experience
Consumers better perceive your products when they come with a great customer experience.
For example, the optimal experience of a drink may include factors such as the right glass, the perfect temperature, a wedge of lime and a coaster with your brand on it. Is this happening consistently across your organisation?
We measure:
Delivery experience e.g. perfect pour
Employees product knowledge
POS material execution
Why SmartSpotter?
Why SmartSpotter?
Flexible and cost-effective program
Allows consistent metrics on your customer experience
Customised programs
We measure exactly what you want to know
All KPIs in one dashboard
Supported with photo, video or audio evidence
"SmartSpotter has been looking after our Mystery Shopping program for years"
Your success is our success!
SmartSpotter has given Brownes extra eye in the trade and has helped us better understand current challenges and opportunities at retail level. Using SmartSpotter Team also helped us to have all reports in a single platform. Today was can see what happens in the field faster than ever!! We have been able to take actions before promotional periods finish.
Frequently asked questions
Is your question not listed? We are happy to help you.
Contact us
Tell us about your mystery shopping request