Mystery Visit Ltd' Introduction

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Mystery Visit Ltd.Introduction
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Goals

• Our major goal to contribute to our clients
  customer satisfaction.
• We would like to participate in the service
  enhancement of our partners by providing
  experience-based feedback on contact-point
  operation reflecting own and competitors
  services.
• Beyond gathering and supplying market information
  it is crucial to establish the relevant business
  implications and actionable steps - in
  cooperation with our partners.
• Our focus is our client. After uncovering and
  understanding clients business issue we would
  like to help with flexible and professional
  solution to determine and reach their goals.
• Our task is to satisfy the research need of our
  clients by providing full service. During our
  operation we wholly respect and apply the ESOMAR
  and PMSZ (Association of Hungarian Market
  Researchers) guidelines and standards.
• During the projects we keep continuous contact
  with client to ensure the transparency of our
  operation.

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Where can we help

• The majority of purchasing decision is made at
  the point of sales. It is crucial, what kind of
  impulses effect the customer how is the physical
  environment, what impression the attendants make,
  how can they impact the decision.
• The marketing efforts appears in physical form at
  the point of sales what is the message to the
  shopper, how he supposed to be convinced.
• One of the most important and difficult task of
  HR is the effective development of sales staff,
  client service people. The feedback of POS
  experiences can serve as a base or supporting
  material to the training fact based, from
  independent source.
• The sales team, distribution partners can be
  directly inspected, mirroring performance. It
  helps to set individual targets, and evaluate on
  individual basis.
• Provide input to service developers.
• All the above can aim own and competitor
  activities, helping to establish competitive
  advantages.

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Why is mystery shopping important?

• A Mystery Shopping is an observation based
  research method, which reflect objectively the
  operation of service team such as sales and
  service representatives, consultants, client
  contacts, agents, distributors.
• The effectiveness and proper operation of sales
  and client service process is also detected with
  this methodology.
• The major idea of Mystery Shopping is, that the
  test shopper acts as a common shopper while
  purchase a product, ask for advice or need a
  service. After the experience of interaction a
  prepared report is filled out, which is
  summarized and analyzed by our experts.
• Mystery Shopping is always tailor made, based on
  the clients requirements and internal standards.
• Sales supporting researches, such as mystery
  shopping, mystery call, accompanied shopping
  trip, and further sales monitoring systems, help
  to create, maintain, and develop motivated,
  customer oriented sales and service team.

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Our Team

• A Mystery Visit Ltd ensures flexible, client
  focused service via its ten years mystery
  shopping experiences. Our continuously trained
  shopper team can act on very large scale from
  simple to extreme situations.
• Our field workers can arrange real shopper for
  very different kind of products or services.
• Our goal is the endless professional development,
  method improvement and high quality work in
  order to meet our client needs.
• Throughout our work the improvement of our
  shopper team, their training and checking is
  highlighted such as direct personal contact
  with them.
• Dedicated analyst and consultants help to
  interpret the results and keep contact with our
  clients during the projects.

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Why to use mystery shopping?

• Audit and measure the quality of the service
• Check the professional preparedness and loyalty
  of the colleagues
• Enforce client orientated approach
• Motivates service team
• Helps to identify training needs
• Provides background for sales trainings
• Unfold competitors strengths and weaknesses
• Supports sales monitoring system development
• Gives feedback on point of sales physical
  condition, usage of point of sales material
• Check and reflects compliance to the business
  policies, protocols, legal requirements
• Helps improve service products

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Research MethodologyServices offered by
MysteryVisit Ltd.

• Mystery Shopping researches
• Anonym mystery shopping (with web based follow
  up)
• Open controlling shopping immediate feedback
• Mystery call testing call center services
• Other special observations mystery patient,
  mystery passenger etc.
• Mystery Shopping back up studies
• AST - Accompanied Shopping Trip
• Qualitative in-depth researches on internal and
  external issues (shopper focus groups, client
  focus groups)
• Client satisfaction measure
• Point of sales material tracking
• Support for system-planning
• Sales flyer checking, data collecting
• Sales support systems
• Problem detection, situation analysis
• Active participation on sales trainings

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Research areas

• We worked already in these situations
• Mystery shopping with our professional shoppers
• Accompanied shopping with selected real shopper
• Creating crisis situation (complain handling)
• Extreme client
• Measuring professionals preferences,
  recommendations
• Inspecting quality of service
• Observation of physical environment,
  communication materials.
• Checking legal requirements application

• We worked already on thesearea of business
• Retail chains
• Client service offices
• Pharmacies
• Hospitals and private clinics
• Bank branches
• Petrol stations
• Car dealers, services
• Tourist agencies, gastro units, hotels, ticket
  offices
• Dealers, distributors, brand representatives
• Call centers
• Internet shopping

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Contact
Dr. Szabó András C.E.O. 30/9 857 857,
szabo.andras_at_mysteryvisit.hu Katona Szerencsés
Dóra Managing Director 30/2 896 701,
szerencses.dora_at_mysteryvisit.hu Kertész Balázs
Research Director 30/2 896 688,
kertesz.balazs_at_mysteryvisit.hu Emri Andrea
Buisness development 30/371-8883,
emri.andrea_at_mysteryvisit.hu
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Thank you for your attention!