Mystery Shopping

With a wide experience, TNS is a market leader in developing and implementing bespoke Mystery Shopping programmes across every sector of the market — automotive, retail and financial services. We offer both continuous evaluation and ad hoc solutions using techniques reflecting the complexity and diversity of today’s service environment. This allows fully and qualitatively analyzing various aspects of interaction between service and sales people and their customers. We don’t simply collect data but we also provide our clients with objective reasons for making effective business-decisions in managing their sales and services.

Our Mystery Shoppers visit retail and service units, consult, shop, use services of our clients in compliance with a scenario which gives an opportunity to evaluate the work of retail staff and the observance of standards of service quality.

As a result our clients get efficient, reliable and independent view of what is happening in retail units during the interaction between a sales person or a consultant and a customer, and find out how the service standards are kept, how the goods and services are merchandised. In addition, TNS helps to study the work of competitors and control retail partners. It is gives our clients an opportunity to make a decision promptly and more efficiently, and to optimize the client service and the work of the sales department.

At TNS we have integrated emotion into our Mystery Shopping programmes, so our clients can tell if their staff are genuinely passionate and committed about what they do. TNS identifies customer expectations and evaluates the reality of the service experience, helping our client’s sales people to be the very best they can be.

Advanced technologies

In implementing Mystery Shopping projects, we carefully observe the requirements of methodology, selection, training and control of our Mystery Shoppers, and we use the most advanced technology:

• An online system of data collection and reporting which allows our clients to get a report about every Mystery Shopper’s visit in 1-2 days after its completion;
• The record of all calls and visits which gives an opportunity to analyze in detail all stages of interaction between a sales person, a consultant and a client.

Our clients are the leading international service companies, producers of goods and services, retails networks.