Why should your business have a mystery shopping program in place? 
Mystery Shopping is an excellent tool for providing direct feedback on what needs improvement and serves as a precursor of, how your set standards correlate to the actual customer satisfaction index aspired by your business. Mystery Shopping is also a very useful exercise for assessing developed customer service Key Performance Indicators (KPIs).  

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MTC Marketing Research Solutions specialises in helping organisations gather feedback from customers and one method we use is called Mystery shopping. Businesses that serve the public, whether in person, on the telephone or both and online, benefit from a mystery shopping service.

A more appropriate mystery shopping program is set up and timed to suit your organization’s needs including budget and schedule. Setting up the program is simple and inexpensive.

It is from the collective feedback by the mystery shoppers, that your business, would learn about areas that require improvement.
Reduce Churn Rate
https://www.linkedin.com/pulse/reduce-churn-rate-cecilia-hara-patterson-ma-dip-mrs-mtc-marketing/
Turn attention and listen to people who use your services with a mystery shopping program in order to measure customer experiences. 

When you listen, you can get plenty of good information about their perception of service levels. 

Their satisfaction is the true measure of your success in repeat business and customer retention.

When competition is included in a mystery shopping program, the reports can also provide an understanding of how your service performance compares to other leading brands basing on set measurement criteria.

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  "Customer experience tests are inexpensive and easy to set up. The results if implemented well, will increase sales and stimulate brand presence"