Mystery Shopping is a way of assessing the performance of a business through “the eyes and brain of the customer”. Our specially trained shoppers visit points of sale anonymously, pretending to be a customer, in order to evaluate the quality of service and products, the procedures and the conduct of employees, which is useful for:
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Focus Marketing has a network of over 2000 Mystery Shoppers spread throughout the whole of Italy.
Each Mystery Shopper becomes part of this network only after successfully satisfying strict selection criteria, including: academic qualifications and work experience, subscription to codes of confidentiality and ethics.
Our Mystery Shoppers include men and women from 20 to 70 years of age, with different socio-economic and professional backgrounds, from self-employed to professionals, teachers, office workers, housewives, pensioners and students. But that is not all: their profiles are also defined according to characteristics, such as interests, hobbies, tastes, the car they own, lifestyle, etc.
Location and ambiance of the dealership / assistance centre.
Quality of the business negotiation and customer-orientation of the staff.
Method of presenting the car and offering possible test drive.
Way of approaching the customer and after-sales support services.
Type and quality of service offered.
Brand motivation and promotion.
Staff availability in terms of expertise and information.
Compliance of the dealership with parent company directives.
Evidence of deviation from the agreed negotiation methods.
Improvement of cusomer service.
Location and ambiance of the point of sale
Quality of product and promotion displays
Way of approaching customers.
Type and quality of service offered.
Management of customer requests
Motivation to promote the brand.
Staff availability in terms of expertise and information.
Compliance of sales staff activities with management directives.
Improvement of cusomer service.
Customer loyalty.
