Mystery Shopping

Model, Measure and Manage the Customer Experience across your Web and Online properties

Your internet and online website(s), whether they be informational, transactional, social, ecommerce-based or customer service oriented, are likely one of the fastest growing customer interaction channels for your organization.

Second To None’s Online and Website Mystery Shopping solutions can help you continuously and accurately understand customer inquiries, website perception and interaction, as well as service support and response times across your online properties, including omni-channel initiatives.

A thoughtfully designed online and website Mystery Shopping program can support a variety of internal stakeholders in understanding and improving those elements of the customer experience and brand performance for which they are responsible:

  • Online Operations
  • Site Navigation
  • Online Marketing
  • The Purchase Experience
  • Online Sales
  • Interface/Information Architecture
  • Online Customer Support
  • OmniChannel Responsiveness

Are you considering an online mystery shopping initiative, or looking for ways to enhance an existing program in order to derive greater value? You deserve a proven methodology to program design, launch and ongoing management, and our systems deliver just that. Through a carefully phased approach to Discovery, Design, Testing, Implementation and Launch, your team is assured of a transparent, collaborative and practical approach to solution design and ongoing management.

Our robust analytics and reporting services deliver powerful operational and customer insights to the right people at the right time, enabling your organization to focus with pinpoint accuracy on the most important action planning and priorities, at every level of your organization, related to driving online and internet customer satisfaction, online operational excellence and improved financial performance.

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