Your customers: important assets to protect
Why should you use our Mystery Shopping services?
What type of companies benefit from Mystery Shopping programs?
Mystery Shopping Program
Who are our Mystery Shoppers?

Your customers: important assets to protect

More than anyone else, you know that a great deal of money must be invested to attract new customers. If these customers go somewhere else, regaining their trust can be most challenging… and very costly.

The Statopex Mystery Shopping program allows you to sound out customer opinion in response to the services provided by your employees. This program will offer insight and identify improvements to be made to your customer service standards in order to retain your valuable customers and provide great service to a new pool of potential clients.

Why should you use our Mystery Shopping services?

Did you know? *

• Only 4% of dissatisfied customers will tell you about their dissatisfaction
• 96% of dissatisfied customers say nothing and will never come back to your store
• 68% of customers who did not return said it was because of the indifference of the employees they encountered
• Customers are always right, even when they are wrong
• It is extremely costly to lose customers
• On average, it takes 5 times more time to recruit a new customer than to build customer loyalty
• On average, it takes 25 times more time and energy to regain the trust of a dissatisfied customer
• A dissatisfied customer will tell at least 10 people about their bad service experience in your store. With the arrival of social media, complaints travel quickly to an ever-increasing number of Internet users.

* Source : The Book about Mystery Shopping, Veronica Boxberg Karlsson, 2009

Can you effectively answer the following questions?

The Statopex Mystery Shopping service will help you to find the answers.

• Do you really know what your customers say about your customer service?
• Do all of your employees have the knowledge needed to adequately promote your products and services to potential customers?
• Do you have reference points to adequately measure and improve the quality of your customer service?
• Have all your employees received training on your customer service standards in order to be able to provide the customer service experience to your customers at the retail location?
• Is your advertising promise properly delivered in your store?
• Do your customers receive all the attention they deserve?
• Do all your in-store employees fully explain your promotions?
• Is your promotional material visible and properly installed in all your points of sale?
• Do all your franchisees respect your operational standards at all times?

The Statopex Mystery Shopping program will enable you to:

• Measure various company performance keys of the customer service experience at the location and help to improve them
• Clarify your company’s quality standards as they relate to customer service and other operational aspects
• Evaluate the performance of your stores / employees as it pertains to services provided and compliance to corporate policies
• Validate the implementation of your employee training program and define optimization measures
• Improve employee performance with refresher training based on the Mystery Shopper’s evaluation report
• Track the quality of service provided in your stores, from one visit to the other, from one store to the other
• Compare your performance to the competition’s

What type of companies benefit from Mystery Shopping programs?

Any company with foresight and a preoccupation to establish a high level customer service. Service providers, retailers or any other type of company with customer touch-points that offer products or services, will profit from Statopex' services to look, listen and be aware of all business activities.

Since its beginning, Statopex has been involved in more than 25 different types of businesses throughout Canada, such as grocery, foodservice, petroleum, pharmaceutical, renovation, retail and marketing services to name a few.

Statopex’ Mystery Shopping programs can be adapted to all types of industries.

Managers typically involved in the development of Mystery Shopping programs come from diverse corporate departments: sales and marketing, operations, human resources, marketing research, training. In other words, all departments can be directly involved in the development and implementation of a Mystery Shopping program.

In addition, some companies succeed in developing a Mystery Shopping program that can be fully integrated into their in-house training program.

Who are our Mystery Shoppers?

When you choose Statopex, you have access to a database of qualified Mystery Shoppers.

These Mystery Shoppers are women or men of all ages whose profile varies according to the client’s evaluation needs.

They come from different backgrounds. They may be married, single, in a relationship, parents, come from a small or large family, retired, students and in the job market. Many Mystery Shoppers apply for mandates or visits to earn extra income or simply because they like shopping.

Our Mystery Shoppers are screened and must meet Statopex’ requirements as they relate to self-discipline, reliability, observation skills, spelling accuracy, etc.

These anonymous Mystery Shoppers receive the training needed to meet the requirements of your program, such as evaluation timeframe, date, duration, etc.

These Mystery Shoppers act as real shoppers. They purchase items, exchange products or ask for refunds in store. They ask questions and inquire about your company’s goods or services.

If you are interested in the Statopex Mystery Shopping program, please contact us !