– Evaluate Your Service Quality with Mystery Checks –
How is customer service really experienced in your stores, over the phone, or online? Our crowd of over 6 million Clickworkers worldwide is ready to act as anonymous customers and objectively assess your services. Whether on-site, over the phone, or online – our comprehensive Mystery Checks provide tailored solutions that meet your specific needs.
Our Mystery Checks cover various methods to help you assess the quality of your services from different perspectives. We offer three main methods to evaluate your customer interactions:
On-site Mystery Checks/Visits allow for a detailed evaluation of customer service at physical locations such as retail stores, hotels, restaurants, or even public institutions. Our Clickworkers act as regular customers to experience and assess the service process – from greeting to departure.
Online Mystery Checks focus on evaluating your digital channels, including websites, email communication, and social media. Our Clickworkers test usability, service quality, and the effectiveness of online interactions to ensure your online presence meets customer expectations.
Phone Mystery Checks are ideal for testing the quality of your telephone customer service. Aspects such as availability, friendliness, competence, and problem-solving abilities are evaluated. Calls can be recorded and analyzed upon request.
Mystery Checks and Mystery Visits are designed to assess service quality, adherence to standards, and customer experience in various scenarios. Mystery Visits specifically refer to physical visits to your stores or other locations to provide a detailed on-site evaluation.
Mystery Shopping, on the other hand, is a specialized form of Mystery Check where our Clickworkers go through the entire shopping process – from the initial interaction to purchase and follow-up. This method offers deeper insights into the actual customer shopping experience.
If you want to learn more about this topic, check out our blog post “Mystery Shopping“
If you’re interested in our Mystery Shopping service, visit our “Display Audit” service page or contact our sales team directly to discuss your project.
The Clickworker App, available for Android and iOS, is specifically designed to enable Clickworkers to participate in on-site Mystery Checks, Store Checks, and Mystery Shopping tasks in their area.
Log In
Select a job from the list or…
View nearby Mystery Check tasks
Complete the Mystery Check, provide feedback, and submit
Through the app, our Clickworkers can easily and quickly find the nearest location for on-site Mystery Check tasks. This allows them to visit service locations with minimal effort and carry out the tasks you require, such as evaluating service quality and providing their feedback.
To optimally plan and implement your Mystery Check or Mystery Visit project, we need some essential information from you. These details help us tailor the Mystery Checks – whether on-site, by phone, or online – to your needs and ensure you gain valuable insights into service quality and customer experience:
Our Mystery Checks solution can be perfectly combined with other services to gain even deeper insights into your market activities.
With our Store Checks, you can verify the presentation and availability of your products in stores. This service option is particularly suited to ensuring that your products are optimally placed and promoted.
As part of our Store Checks, we also offer Mystery Shopping, where our Clickworkers act undercover as potential customers to test your products or services. You gain unique insights into the entire purchase process from the customer’s perspective.
Our survey service allows you to gather targeted feedback from your audience. This provides valuable information about their preferences and perceptions of your products or services.
Here you will find answers to the most frequently asked questions about our Mystery Checks. If you have any further questions, our service team is happy to help.
A Mystery Check is a covert method of evaluating service quality and adherence to standards. A Mystery Checker poses as a regular customer to assess the customer experience in a store, over the phone, or online.
Mystery Checks provide valuable insights into the real customer perspective. They help identify service weaknesses, verify compliance with company standards, and improve the overall customer experience.
The results of a Mystery Check are documented according to the client’s preferences. This can include written reports, photo and video documentation, questionnaires, or ratings. This documentation provides a detailed overview of the customer experience and service quality.
Yes, as part of our Mystery Checks, we also offer Mystery Shopping. In this service, our Clickworkers go through the entire shopping process as covert customers to gain detailed insights into the shopping experience and customer service. You can find more information on our Store Checks page or in our blog post on Mystery Shopping.
Choosing the right method depends on your specific goals. On-site checks are ideal for evaluating the direct customer experience in physical stores. Phone checks are useful for testing service via hotlines or customer service, while online checks are used to assess websites and email interactions. Our team is happy to assist you in selecting the appropriate method.
To get a comprehensive picture and assess the effectiveness of improvements, Mystery Checks should be conducted regularly. A continuous cycle of evaluation, analysis, and adjustment is ideal for ensuring long-term service quality.
