Mystery Shopping with Greenfrog

Physical Mystery Shopping

..also known as; video mystery shopping, secret physical shopping, site assignment visits

Physical visits involve our trained auditor (s) visiting the subject location or the person in question and conducting an enquiry based on a pre agreed brief and scenario. The complete visit is recorded (if wished) using covert equipment through pinhole digital camera to MP4 recorder. The idea behind this type of mystery shopping is that the staff member is unaware and deals with our auditor as if they were a genuine customer. This is usually the best way of monitoring fee earning staff that regularly come face to face with customers. The whole point of capturing the visit on film is so that in addition to filming the experiences our auditor will also capture on film the total location’s ambiance and attractiveness to a perspective client.

All our auditors are trained to maximise the visit by also capturing the full vibe and atmosphere of the location which also means that on top of capturing the specific person they will also in 95% of circumstances capture other individuals and situations occurring during their visit, by achieving this it gives you a complete and full picture.

Areas where Physical Mystery Shopping can be applied; Physical mystery shopping can be tailored to suit any circumstance and situation, alongside it being effective in monitoring all client facing personnel regardless of job role.

Telephone Mystery Shopping

..also known as audio mystery shopping

Telephone mystery shopping is one of the most cost effective ways of assessing and monitoring customer speaking or facing team members. The mystery shops are once again carried out by trained auditors from our purposefully designed professional call booths located at our head office in Northampton. As with the physical mystery shopping variant the telephone shop would normally follow a set brief and scenario which will have been pre agreed and designed to achieve maximum return of results to you. The targeted individual or location will be fully unaware they are been mystery shopped and that the perspective client who they are talking to is in actual fact recording the call – by conducting the call in this manner it is 100% demonstrative of a genuine enquiry.

Areas where Telephone Mystery Shopping can be applied; Telephone Mystery Shopping can be tailored to suit any circumstance and situation, alongside it being effective in monitoring all client speaking personnel regardless of job role.

E-mail & Internet Mystery Shopping

..also known as E-Commerce Mystery Shopping

Mystery Shopping via the Web has hugely grown in popularity since companies have been more aware and active in monitoring where and how their leads and client contact starts. Mystery shopping via the web can be done in two formats; firstly through the use of a dedicated and publicised email address, such as info@ or sales@, this enquiry is made directly to the individual (s) that normally deal with incoming mail enquiries thus targeting them specifically or that department. The scenario and brief for this type of mystery shop would be either down the lines of a general enquiry regarding something the mailer has seen or wishes to know about. The result of this mail may be one of re-direction to another department or the handling of it by the operator. In either circumstance the feedback gained will be one of timings between replies, content of return mail, agreed next step action, obtaining of further information such as contact telephone numbers etc.

In the case of internet mystery shopping this is where you can be contacted via a third party portal. Such as if you are a franchised operation and the initial enquiry is via the manufacturers’ website and then directed to you as the local dealer / agent. A hugely beneficial activity as it actually enables you to monitor and assess two elements, is the manufacturer’s site working to your best advantage and directing clients in your area to you and once with you how do your team react in regard to expedience and content.

Both forms of contact usually form a pre-determined brief and scenario, including if required searching your web pages prior to making an enquiry. Please contact us to discuss your requirements in more in-depth detail.

Areas where E-Mail & Internet Mystery Shopping can be applied; E-Mail & Internet Mystery Shopping can be tailored to suit any circumstance and situation. It is the perfect type of mystery shopping to monitor call centres and centralised enquiry centres. This type of mystery shopping is also perfectly tailored to assess manufacturer to dealer communication links

Reporting Formats

We generally present recordings on either DVD for physical visits or CD / WAV recordings for audio as these are the formats most of our clients prefer, however and should you require another format please contact us where we will try and accommodate your requirements.

All mystery shops are accompanied by a bespoke and tailored assessment report to which will have been formulated by you and our account executive to ensure all the areas you wish to monitor and react to are reported on. These are then completed directly after each visit / call by the auditor, ensuring and enabling the information to be 100% current. This will then enable you to see where your staff are getting things right and more importantly where there is room for improvement.

The above reports are and once completed then either emailed directly to you or up-loaded to our secure viewing area enabling you to view them on-line. The benefit of on line viewing is that the reports can be placed into regions or areas and locked only enabling the authorised user to view them. Any up-loaded audio files would also be made available at this stage to each authorised user.

Should you prefer assessment reports can also be presented in paper format or on CD Rom.

We can also offer a full statistical analysis service following any large numeric of mystery shops, enabling you to identify trends and patterns as well as presenting you with an average to which can then be improved upon. We can collate data from all of the shops and present it in a question by question and section by section breakdown in PowerPoint format. This can then be corporately branded at no extra cost making it suitable for presentations.

In addition to this, we also offer ‘outstanding performance certificates’ for areas or achievements of excellence. These can either be awarded to individuals / departments with scores of 100% or to the highest scoring person / department if there are a high number of these. The idea with this facility is that if individuals, departments and companies buy into the concept of mystery shopping, the resulting benefits will be huge.