Mystery Shopping is a performance evaluation process and a valuable tool highlighting interaction between staff and customers.

In a highly competitive industry where the level of service you provide really does count, more and more commercial, public and voluntary sector organisations are discovering the true benefits of using a mystery shopper. You may spend vast amounts of money on advertising and marketing your business, but what happens when those customers make contact with your staff?

Using our team of over 10,000 surveyors throughout the UK and Europe

JKS can offer a customized mystery shopping service, tailored to your exact needs and flexible to meet all budgets

Here are some of the many services we offer.

Face to Face Mystery Shopping
A visit is made to your outlet by one of our experienced surveyors, posing as a ‘real customer’.  Using agreed scenarios, they will record the actions taken by your staff on a tailor made online questionnaire.

Videoed Mystery Shopping
A visit is made to your outlet by one of our experienced video surveyors.  They use the latest recording techniques and film your staff in everyday situations.  The information gathered can be presented to you in CD/DVD format along with a compilation CD/DVD made for you to present at managers meetings.  This form of survey is an excellent coaching and training tool.

Digital Telephone Mystery Shopping
Many potential customers will have their first dealings with your business over the phone.  Are your staff creating that all important good first impression are they polite and knowledgeable about the services and goods that you offer? Our telephone call surveys provide you with a comprehensive report and digital recording of each call.

Online Mystery Shopping
Within an ever- changing world of technology, increasing numbers of your customers will be contacting you by email or via the internet. This form of evaluation allows us to access response times and quality of response to emails, along with whether your website is informative and user friendly.

Postal Mystery Shopping
Many customers will approach your business by telephone, Internet or email, resulting in information and products being posted.  We can monitor the speed and quality of this response from request to receipt.

Customer Satisfaction Research
We can survey your customers by telephone, or at your business location. We can tell you what they really think of your service and products and what they would like you to change or improve. We can also monitor service with on line questionnaires completed by your customers when accessing your website.

All surveys are tailor made to your individual requirements and can be a single or a series of calls, and structured over any time period required.