Women's glossies, weekend supplements, internet chat and social networks are currently a-buzz about the (not so) Secret Shopper, Mary Portas, and her exploits amongst some of Britain's best known high-street retail outlets. Thousands of Channel 4 viewers have been following the retail guru and joining her campaign to drastically change the average shopping trip by significantly improving levels of customer service.
But mystery shopping is nothing new. Hundreds of mystery shopping projects are conducted on the phone or face-to-face by specialist research teams across a range of businesses every day. At Mackman Research, our mystery shoppers can make contact with your company and its various sections in order to assess your levels of service, customer care and staff capabilities. As a method of gathering competitor information, mystery shopping can also be used to benchmark your service levels against those of your competitors.
Recent mystery shopping work conducted by Mackman Research includes testing the proof-of-age ID request at a group of Suffolk general stores (a face-to-face project) and work for a global engineering company making secret calls to assess four elements of customer service and client satisfaction. Mackman Research always produces a full mystery shopper summary report at the end of the project which is bespoke and tailored to the needs of each commissioning client.
For more information or to discuss how mystery shopping may benefit your organisation, call Mackman Research on 01787 388038 or make an online research enquiry.
Dr Gemma Mackman
Research Director
Dr Gemma Mackman is co-founder and Research Director of the Mackman Group. Her professional career has given her a broad knowledge of business practices, an appreciation of good customer service and experience of a diverse range of sectors. Gemma is also a member of the Market Research Society and has completed research training provided by the Economic and Social Research Council.
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