Mystery shopping is a form of research work whereby an individual poses as a customer to objectively gather information on the business being studied. The information gathered usually involves, but is not limited to, employee performance, product quality, and overall perception of the shopping experience.

The information obtained from mystery shopping is used to measure service quality, and is normally just one part of a company wide program to enhance employee performance. Employees are told what is expected of them and that mystery shoppers will be used to evaluate their performance. The idea is to learn from the consumer's point of view which areas of service quality need improvement so the company can make those changes as soon as possible. Mystery shopping is designed to reward good performance and identify areas for improvement.

All of our clients strive to provide great customer service. We work in full consultation with you to design a Mystery shopping program to increase your competitive edge in the market place and increase sales and performance. Our Mystery Shopping program provides objective information about the customer experience and

• Feedback on the level of service you provide - as seen by the customer. We can help you objectively measure your level of customer service, reward star performers and provide targeted staff training. Research shows that up to 96% of unhappy customers do not complain when dissatisfied, yet they go on to tell many friends and associates about their bad experience. Let us help you identify any problems before they do.
• Benchmarking the service quality between stores, regions and/or other retailers.
• Identifying customer service employee training needs.

Yes. We are a national company and have the resources to undertake mystery shopping assignments across Indonesia, including rural areas.

Shoppers are required to file their reports within 12 hours of completing their mystery shopping assignment. After a thorough review by MSI, reports are generated and clients typically receive their reports within 3 days of the scheduled mystery shopping dates via our online reporting system.

We will work in consultation with your company to design an appropriate survey form for your specific needs. We also suggest timely updates to keep your forms in alignment with evolving business objectives.

We recommend that you choose a maximum of 25 questions per section, e.g. reception area is a one section. Any more could be overwhelming for the shopper, and that will only diminish the quality of your report.

Reports can be provided via email or through our state-of-the art online reporting system.

Yes. You can choose specific days or hours that your business is to be visited by mystery shoppers. This can be fixed or changed on a month-to-month basis.

To ensure consistency and maintain continuous quality service improvement, we recommend that you conduct Mystery Shopping at least one time per month. Of course you can do more if you wish. Larger business with more staff will see greater benefit if they increase the mystery Shopping frequency. In these cases, an easy guide is to match the number of 'shops' in a year with the number of staff.

Our mystery shopping fees are based on the type of surveys required in addition to the quantity of locations and frequency of the program. Please fill out our brief contact form or email info@mysteryshopping-indonesia.com so we may contact you to discuss your requirements in detail.

Fill out our contact form or email info@mysteryshopping-indonesia.com to discuss your individual needs and find out how MSI can help improve your business