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Mystery shopping for companies - online, offline, omnichannel

  • Leading worldwide specialist
  • Analyze your customer journey.
  • Free and non-binding consultation

SATISFACTION CREATES CUSTOMER LOYALTY: WITH EVERY CONTACT.

MYSTERY SHOPPING: DECISIVE ADVANTAGES

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Raise the customer experience to a new level by implementing your customers' wishes and perfecting the customer journey.
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Turn customers into brand ambassadors: through improved products, services and support.
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Don't waste time: With tips that can be implemented quickly, you can improve the customer experience within a few days.

Brands and Clients

Our programs drive results at a wide range of leading global companies:

Poke_House
McDonalds
Gant
Lindt
The_Style_Outlets
Victorinox
Eataly
Suzuki
ThomassSabo
Salewa
SBB
Foot Locker
Lavazza
Nespresso
Vodafone
Bucherer
Vapiano
Calvin Klein
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Paulaner
bialetti2
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shell
Remax Italia
For more than 20 years, ISC-CX has been conducting mystery shopping programs at renowned companies. In addition to a sophisticated process, the success factors are our specially trained mystery shoppers - now more than one million worldwide. The results are analysed using the latest technology and translated into recommendations that can be implemented quickly - clearly presented in a live dashboard.
Anthony Duval
Global Trade Shopper Experience &Community Manager

Since many years, ISC-CX and Nespresso Global Trade are working together not only to measure proper execution of our quality standards both in Physical and Online retailers, but to constantly improve the way we interact with our clients, making their customer experience different with us.

As partners, we share the same view on our a long lasting relationship built on trust, transparency and constant willingness to improve – from Strategy to execution and success measures of our Programs. 

Andreas Diener
Relationship Manager
ISC-CX designed and implemented a tailor-made, intelligent and efficient solution via their crowdsourcing platform within a very short timeframe. ISC-CX is a reliable partner who is constantly optimizing and offering new solutions to us.
Lydia Drevon
Center Director
We're happy with the quality of service provided to evaluate the experience of our mall-goers, allowing us to further fine-tune the selling ceremony. Detailed reports allow our top management and store managers to get real feedback on the quality of service delivered in our stores, and compare results from year one and beyond.

Why Mystery Shopping?

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Mystery shopping gives you exclusive insights into how your customers perceive the shopping experience:

  • What experiences do customers have with the company, the brand and the employees?
  • How did this experience differ from expectations and what do you need to do to close the gap?
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Mystery shopping helps identify practical steps to turn customers into loyal fans who not only return but also recommend your company to others.

How does Mystery Shopping work?

Complete the contact form
One of our experts will get in touch with you
Develop a mystery shopping strategy
The project starts
See the current status in your personalized dashboard
React to the results in real time and make adjustments
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WHO DOES MYSTERY SHOPPING?
ISC-CX draws on a panel of more than 1.2 million mystery shoppers in 140 markets. The trained service testers use the ISC-CX mobile app for their evaluations, which ensures high-quality and highly efficient data collection. It meets the latest security standards and is equipped with artificial intelligence for data analysis.
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HOW MUCH DOES MYSTERY SHOPPING COST?
Mystery Shopping prices are individual and depend on the scope of the project, what you want to check and at how many locations. A global Mystery Shopping project with a uniform survey design, for example, is very scalable.

The costs for Mystery Shopping are made up of the fee for the mystery shopper, the costs for setting up a questionnaire and the evaluation via dashboard, as well as the derivation of suggestions for improvement.
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WHICH COMPANIES / SECTORS IS THE OFFER AIMED AT?
Mystery Shopping is possible and useful in almost all industries. For example in the fast food area to raise uniform standards in branches worldwide, in the luxury area to ensure the exclusivity of the customer experience. In the automotive sector to enable a uniform shopping experience, as well as in the banking and service sector to ensure the best possible quality of advice. Mystery shopping also has many advantages in retail and other industries, for example to identify training needs.

Would you like to start a Mystery Shopping program?

Book a free and non-binding consultation call