0845 166 4605 enquiries@mystery-shoppers.co.uk www.mystery-shoppers.co.uk 0845 166 4606

You can’t manage what you don’t measure

Established in 1991, we are specialists in bespoke mystery shopping and customer satisfaction research.

Our company has grown tremendously to the point of having an international presence with franchises in

the UAE, Kenya, Botswana and India.

We work with a diverse range of clients from small businesses to global enterprises who each receive a

personalised service leading to programmes designed specifically to fulfil their needs.

“Our policy is to provide all of our clients with an individual, high quality service which is excellent value for

money.”

Paul Grafton, Managing Director

Customer Satisfaction Performance Measurement

Mystery Shopping:

Home Visit

Site Visit

Video and Audio

Mystery Calling

Customer Satisfaction Surveys

Customer Feedback Panel

B2B

Customer Experience

and Fulfilment Mystery Shopping Call, Fax, Letter or Email

Fulfilment Tracking

Website Monitor

Competitor Monitor

Social Media Monitoring

Competitive Intelligence

Fulfilment Tracking

Website Usability Assessments

Focus Groups

For us, each project is a specific challenge and we see our relationship with our clients as a partnership

where our role is not just to provide data but to work towards our clients' aims and objectives. We bring

that consultancy element into play when we discuss the nature of the programme, help clients determine

what should be measured and how, advise on the most effective incentive systems, analyse the data and

provide reports with conclusions and recommendations.

Each team within our operations department specialises in certain industries including finance, retail,

travel and hospitability

Our UK shopper database is over 250,000 strong which means that we can find suitable shoppers

which match your customer demographic

Our in house calling team specialise in customer satisfaction and can give feedback on your

customers thoughts or those of your competitors’ customers

We use state of the art covert video and audio capture devices

You may have heard of a few of our existing clients...

Web reporting

Your very own online, interactive reporting portal will be made available allowing you to monitor results as

and when they are completed. This secure, bespoke portal has all the tools needed for you to drill down

into the results highlighting problem areas as well as good performers.

The portal includes real-time dashboards, summary reports, net promoter score, action planning,

geospatial analysis and much more.

Summary Reports

If you require more in-depth analysis, our experienced reports team produce bespoke written summary

reports perfect for board meetings and PowerPoint documents which help you to deliver presentations to

those all import stakeholders. Infographics, data tables and executive summaries can really add value to

your programme.

These reports spot trends and guide you in the right direction for the future development of your

company.

Classic management theory says we should all take time to coach our staff including managers and

supervisors, to give them constructive feedback, a pat on the back when they’ve done something well and

to let them know promptly if there’s something they could have done better.

The simplest and most cost effective solution is a mystery shopping programme designed to act as a staff

performance measurement and management tool and as a continuous improvement programme. A

combination of the data collection tools that we offer will you achieve this:

MRS Company Partner

By being a MRS Company Partner, organisations are committed to uphold industry standards and comply

with self regulation. MRS Company Partners endorse and support the core MRS values of professionalism,

research excellence and business effectiveness, and commit to comply with the MRS Code of Conduct

throughout their organisation.

MSPA Member Company

The MSPA is the largest professional trade association dedicated to improving service quality using

anonymous resources. Over 150 member companies worldwide work with their clients to establish

mechanisms to measure and improve levels of service. MSPA members require their mystery shoppers to

abide by the MSPA code of ethics. Mystery Shoppers Ltd is not a large organisation working on maximising

volume. For us, each project is a specific challenge and we see our relationship with our clients as a

partnership where our role is not just to provide data but to work towards our client's aims and objectives.

0845 166 4605 enquiries@mystery-shoppers.co.uk www.mystery-shoppers.co.uk 0845 166 4606