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Mystery Shopping

You can’t be everywhere all the time.

But with 600,000 mystery shoppers, we can.

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Mystery Shoppers wanted!  Learn more about how to become a mystery shopper for Market Force.

What is Mystery Shopping?

Mystery Shopping is a powerful tool that allows you to gain valuable insights into your customer experience. Trained individuals, known as mystery shoppers visit your locations and assess various aspects of your business, such as customer service, cleanliness, selling skills, and overall brand consistency. With our extensive network of over 600,000 mystery shoppers, we have the ability to shop your multi-location business with ease.

At Market Force, we understand the importance of on-location experiences and the impact they can have on your brand. That's why we offer a comprehensive mystery shopping program that can help you ensure your staff is following proper protocols. By reporting on every location's delivery of your brand standards, we provide actionable insights and recommendations to help you improve your customer experience.

Whether you're a large multi-unit brand or a small business, Market Force has the perfect solution for you. Small businesses are encouraged to explore CX Express Mystery Shopping, a great way to enjoy the benefits of Mystery Shopping with a flexible no-contract offering. With Market Force, you can confidently monitor and enhance your brand's performance, ultimately driving customer loyalty and business growth. 

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Types of Mystery Shops

There are many types of mystery shops. From on-site mystery shops in a physical store or restaurant, digital mystery shops that evaluate websites and mobile apps, telephone mystery shops that evaluate call performance, video mystery shops that record real-time interactions, and even movie theater mystery shops. Market Force offers comprehensive solutions to assess and enhance both your in-person locations and digital interactions with customers.

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On-Site Mystery Shops

• location appearance
• signage standards
• first impressions
• associate greeting
• needs assessment
• employee knowledge
• friendliness
• speed of service
• product quality
• interaction scenarios
• purchase/return
• merchandising
• product displays
• point of purchase
• product pricing
• product availability

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Website Mystery Shops

• site navigation
• shopping experience
• product ordering
• checkout
• order confirmations
• finding information
• customer follow-up
• product search
• user experience
• chat interactions
• email inquiry
• form submission
• call center interactions
• delivery experience
• parcel return
• in-store returns

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App/Mobile Mystery Shops

• app experience
• ease of use
• overall design
• functionality
• purchase experience
• support options
• customer journey
• pick-up
• ship to store
• ship to home
• third party delivery
• social connections
• chat function
• loyalty and points
• missing features
• transparency

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Theater Mystery Shops

• app experience
• pre-purchase
• movie availability
• speed of service
• snack variety
• snack quality
• snack value
• trailers shown
• screen type
• screen quality
• theater capacity
• theater occupancy
• demographics
• sound quality
• seating comfort
• suggestive selling
• ID verification
Find out if your digital customer experience is optimized for sales by downloading our free Digital Experience Self-Assessment PDF and learn more about digital mystery shopping.
DOWNLOAD DIGITAL SELF-ASSESSMENT
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How Mystery Shopping Works 

  1. First, we recruit Market Force mystery shoppers from our network of 600,000 members. These mystery shoppers are certified and trained to observe and report on various aspects of the client's business, such as customer service, product quality, and employee behavior.

  2. Once the assignment is assigned to the mystery shopper, they visit the client's establishment undercover, posing as a regular customer. During their visit, they carefully observe and take note of their experience, paying attention to every detail. 

  3. Afterward, the mystery shopper submits a detailed report, providing feedback and insights about their visit. This report is then reviewed, analyzed, and compiled into a comprehensive evaluation that is shared with the client.

  4. Finally, the client can use this valuable information to identify areas of improvement and enhance their overall customer experience. Mystery shopping is a fascinating process that helps businesses gain valuable insights into their operations and provides them with a unique opportunity to enhance their services.

Contact us to learn how we can help you design, launch, operate, and transform your business.

We help businesses of every size and industry achieve more for less. We don’t charge for meetings, quotes, emails, or questions, so please let us know how we can help.

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How Market Force optimizes your Mystery Shopping program

  1. Detailed shopper guidelines illustrate brand standards to ensure high quality data is captured.

  2. Objective and customized questionnaires are designed for your Mystery Shopping program that accurately and efficiently capture the on-site operational reality.

  3. Mystery shop questions are based on your operational standards, customer service objectives and corporate goals.

  4. Evaluations enable you to reward your team members and recognize outstanding achievement.

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When you recognize, coach, and reward team members for executing your brand standards they will actually pay attention to your brand standards.

Mystery shopping offers a multitude of benefits that can significantly elevate your company's success. By engaging mystery shoppers, you can gain invaluable insights into the customer experience, ensuring that your products or services meet and exceed expectations. Additionally, mystery shopping allows you to identify areas of improvement within your business operations, from customer service to employee performance. 

Moreover, mystery shopping provides you with a unique opportunity to evaluate your competition, allowing you to stay one step ahead in the market. By understanding what sets you apart from your rivals, you can strategically position your brand and attract a loyal customer base. Embrace the power of mystery shopping to elevate your brand's performance, increase customer loyalty, and propel your company's growth.

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Learn how Mystery Shopping can be the eyes and ears of multi-location businesses with this free ebook from Market Force!

This ebook provides best practices for mystery shopping that draw upon our experience gleaned from executing more than 100,000 mystery shops every month for clients all over the world.

GET THE EBOOK

Are you a small business in search of a Mystery Shopping program?

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Welcome to CX Express!

CX Express is our express Mystery Shopping program for small businesses. We've created an express mystery shopping program with no commitments, no minimums, and no long-term obligations. Order whenever you want, stop, or restart at any time. All for an incredibly low price! Learn more about this product to see if it is right for you.

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