ABOUT US
We live in an age where the business landscape changes daily - and customer expectations are adjusted along with it. Customers now anticipate and essentially demand a smooth user experience, whether they're engaging with an application, website, or store.
Background
Many companies assume that they are meeting their customers' requirements, but how can you be sure that the time you are investing in your product or website is actually having the desired effect?
Mystery Shoppers All Over (MASAO) offers the solution: testing your business from the client's perspective. We will assess and evaluate the experience of engaging with your product, service, or process from the point of view of your users. We will then provide the insight you need to best meet customer expectations through comprehensive and professional reports of our findings.
MSAO has worked with companies seeking to examine the nature of the service they provide to their clients. Our research can encompass site or application user experience, quality control, process control of the company's assets and employees, and competitive research.
History
MSAO started as a traditional market research company, primarily for retailers and brick-and-mortar businesses. Our 'shoppers' would monitor waiting times, inventory availability, staff interactions, and other key elements of the shopping experience. In doing so, our team gained significant first-hand experience in understanding how customer service addresses customer expectations, and turning that data into actionable insights for our clients.
Over the years, as business has increasingly turned online, MSAO adapted our business model to asses user experience, quality control, and process efficiency for websites, applications, and other digital assets. We help evaluate usability, customer service standards, effectiveness, and general user experience.
Why Mystery Shopping?
Mystery shopping is a cost-effective method of monitoring and measuring digital platform performance, identifying sales opportunities and site improvements, and providing competitive insight.
Mystery shopping can answer a number of key questions that will help you develop a professional and user-friendly digital experience for your customers, for example:
What is hindering your customers' online experience?
Where are you exceeding customer expectations?
How do your competitors compare in usability and branding?
How easy/difficult is it to make purchases on your website? Returns?
Is there a direct way for your customers to receive help online?
Can your customers easily find what they are looking for?
By answering these questions through the eyes of your customers, you can make the changes needed to drastically improve the way people interact with your product.
Our Process
MSAO conducts its research in various ways according to the nature of our clients' platforms, as well as the questions they are hoping to answer.
Ultimately we are looking to assess everything that can affect usability and experience - broken links and glitches, missing images, stalled customer service, searchability and SEO, technical issues, and much more.
Some of our key activities include:
Explore and assess websites and applications in detail, including navigating through different features and pages
Engage with contact forms, social media, and other external linkage
Engage with live chat and/or customer service functions
Assess the purchase process, including payments, delivery, returns and much more.
In order to conduct these activities with the utmost efficiency, MSAO follows a clear and dedicated process:
Client alignment,
in which we understand our clients' objectives and propose a plan that will meet those research goals.
Create plan,
in which we identify the key pain points we're seeking to research, and outline the actions we will take through a detailed checklist.
Mystery shop,
in which our team dives into the application, process, or platform in question, and makes their way through the checklist.
Conduct surveys and audits,
in which we supplement our mystery shopping activities by creating surveys that can be distributed to customers (organically from the client).
Analyze data,
in which we take the information garnered from our team as well as the responses from the surveys, and extract the key points and conclusions about customer behavior and engagement.
Prepare report,
in which we create comprehensive summaries of our research that our clients can use as actionable plans to improve customer experience.
Long-term planning,
in which we provide metrics to our clients that they can use to monitor the effectiveness of their changes, and help create experiments to test their proposed actions.
Contact Us
To learn more about how you can gain real insights into your customers' thoughts and behavior, contact Mystery Shoppers All Over today!
