Research, uncover and act on the behavioral drivers of the Customer Experience
Mystery Shopping is integral to the heart and soul of Second To None, and represents the roots of our firm dating back to 1989. For nearly 25 years, our practical multi-channel Mystery Shopping research solutions have become widely respected for uncovering the behavioral and operational drivers of the customer experience that are ultimately responsible for improving customer satisfaction, loyalty, advocacy and financial business outcomes.
Our approach to optimal program success:
Integrated Program Design
We design and customize every aspect of your Mystery Shopping program around your organizational lens (how you view and interact with your customers) to ensure the resulting business intelligence is both relevant and actionable to your stakeholders in the field, while being mindful of drawing the direct linkages back to how your customers experience your brand.
We engineer flexibility into your Mystery Shopping program, utilizing a modular questionnaire framework that offers 1) a “core” module dedicated to monitoring and tracking the most important behavioral and operational drivers of the customer experience and 2) “dynamic” questionnaire modules through which emerging initiatives can be quickly assessed and acted upon.
Extensive Shopper Network
With a seasoned network of over 350,000 consumer shoppers across the U.S. and Canada, we guarantee shopper coverage and availability wherever and whenever you do business. Second To None is also a founding member of the International Mystery Shopping Alliance (IMSA), enabling us to offer worldwide Mystery Shopping solutions in every major global market.
Refined Shopper Selection
We manage the selection of shoppers for your program based upon your ideal demographic and lifestyle attributes, ensuring deployed shoppers most closely match your actual and target customer base. Eligible shoppers then participate in project-specific orientation and knowledge proficiency certification based upon the specific requirements and expectation of your Mystery Shopping program.
Our shoppers are carefully managed on a day-to-day basis by our internal team of field operations specialists, and are continually rated and ranked according to several quality-related metrics. Shopper performance according to our quality metrics influences and determines individual eligibility for shopping assignments. Our systems also monitor for shopper scoring bias (both positive and negative) and we regularly inactivate shoppers who consistently display a tendency to award high or low overall scores.
Focus on Data Integrity
We employ a multi-phase Quality Assurance process that involves the extensive use of statistical process controls, as well as editing, clarifying and proofreading by a minimum of two different internal quality assurance associates who have been trained according to your program’s quality criteria. The end result is that each Mystery Shopping report meets your exacting standards prior to being released to you and distributed to your stakeholders in the field.
Our CATAPULT reporting console provides you access to your Mystery Shopping results in near real-time, and offers a wealth of customizable and user-friendly reporting features, including data visualization, that empower you and your field management to take action quickly and accurately.
We utilize a variety of transparent and practical qualitative and quantitative tools that your team can understand.
The focus of analytics is to quickly transform Mystery Shopping data into meaningful customer experience insights. Key findings are always presented in an intuitive, easy-to-understand manner, allowing you to take action with clear priorities in mind.