Mystery Shopping
Mystery shopping studies we’ve inherited have often lacked credibility – their findings inspiring neither trust nor change. In response, ABA has developed some truly unique programmes; abiding by our mantra of ‘one size does not fit all.’
Our starting point is to make sure we measure the right things – building questionnaires in partnership with the client and often conducting preliminary research to establish which elements of the shopping experience are truly important to customers.
Next we make sure we select shoppers appropriate for the client brand, and then brief them well.
We then apply rigorous quality checks to the feedback that results – each client having a dedicated in-house team, trained to spot sub-standard reports and reassign work to top performers.
ABA specialises in creating compelling wave-end reports, which bring stakeholders up to speed and arm them with a clear understanding of the most profitable way forward.
Always maintaining a dialogue with the client, we typically hold an annual review of the programme where we check with key stakeholders that the right questions are being asked; refreshing where necessary.