Tailor-made mystery shopping audits to monitor and improve your service quality
Mon Client Mystère designs and deploys mystery shopping audits tailored to your business challenges: standards compliance, satisfaction measurement, customer journey evaluation, multi-location comparison, competitive intelligence and continuous improvement.
MYSTERY VISIT AT THE POINT OF SALE
Measure the quality of the customer experience on site.
EVALUATED ELEMENTS
- Welcome & waiting time
- Brand standards compliance
- Objection handling
- Sales advice and commercial posture
- Cleanliness and merchandising
- Additional offer proposal
BENEFIT
Gain an objective field view that can be compared across several points of sale.
Mystery call
Evaluate the quality of the telephone customer experience.
EVALUATED ELEMENTS
- Call pickup and tone
- Clarity of answers
- Post-call follow-up
- Needs qualification
- Ability to guide the caller
BENEFIT
Improve the quality of telephone reception and reduce missed opportunities.
Digital audit
Analyse the customer experience across digital channels.
EVALUATED ELEMENTS
- Website and forms
- Social media
- Message consistency
- Email and messaging
- Responsiveness
BENEFIT
Identify the friction points that prevent prospects from taking action.
Mystery delivery
Measure the quality of the delivery and post-purchase experience.
EVALUATED ELEMENTS
- Promised vs actual delivery time
- Order compliance
- Post-delivery follow-up
- Customer communication
- Delivery staff professionalism
BENEFIT
Secure a key stage of customer satisfaction and customer loyalty.
Competitive intelligence
Compare your customer experience with that of your competitors.
EVALUATED ELEMENTS
- Purchase journey
- Quality of advice
- After-sales service
- Prices and offers
- Sales pitch
BENEFIT
Understand your strengths, weaknesses and opportunities for differentiation.
REPORTING & ACTION PLAN
Turn results into operational decisions.
DELIVERED ELEMENTS
- Complete audit report
- Multi-site comparison
- Team debriefing
- Score by criterion
- Priority recommendations
BENEFIT
Move from data to action with a concrete, shared action plan.
— COMMITMENTS
Our approach to the profession
PROXIMITY
A dedicated contact person to understand your field challenges.
TRANSPARENCY
A clear proposal adapted to the real scope of your mission.
Responsiveness
Campaigns deployed quickly according to your priorities.
OBJECTIVITY
An independent analysis based on structured observations.
RELIABILITY
Scenarios, assessment grids and reports designed with rigour.
CONFIDENTIALITY
Missions carried out with discretion and data protection.
Need an objective view of your customers’ real experience?
Tell us about your scope, channels and objectives. We will build the right approach.