Information on Mystery Shopping Services

1. Services
“As a general rule, the most
successful man in life is the man
who has the best information”
Benjamin Disrael

2. Surveys
Mystery Shopping Surveys
© MTC Marketing Research Solutions research@mtc.co.bw
3.10 MYSTERY SHOPPER SURVEYS
Mystery Shopper technique is a management tool which management can employ to keep
in touch with what happens on the ground when their staff interface with their customers. A
mystery shopper will assist managers to monitor the quality of their products and services.
Mystery shopping provides accurate and objective testimony regarding areas evaluated and
highlights areas that require improvement. The technique is unique in that it provides the
facets of service from the customer’s perspective (consumer experiences), which is highly
beneficial to the organisation, as it will act on factual first hand information basis.
Mystery shopping is very useful in service situations, for example banks, restaurants, shops,
travel agencies, airlines, car dealers, estate agents etc. The MTC Marketing & Research
Solutions Mystery Shopper program is designed in line with international mystery shopping
standards as prescribed by MSPA to which MTC is a full member.
WHY A MYSTERY SHOPPER PROGRAMME?
The unique benefits of Mystery Shopper from the point of view of management are that the
data will enable them retain and grow your customer base as follows:
Vehicle to communicate Continuous measurement
company customer strategy your service standards
Gives tactical understanding Helps re-evaluate and
of employee performance set standards
Teaches employees to be Acts as a training aid or
more customer focused motivational tool for employees
RETAIN AND GROW YOUR CUSTOMER BASE
REPORTING & FEEDBACK
We provide: Reporting and
• Analysis by sub-group (store, visit time, date, location etc
feedback from a
mystery shopper
• Qualitative comments to support the scores
programme:
• Roll Up Reporting for continuous programmes
What
How is What
are their
the client should the
weaknesses &
performing? client do?
strengths?
Guiding our clients towards more profitable business development
21
MTC’S MARKETING RESEARCH AFFILIATIONS:
Association for
Qualitative Research

3. Contact Us
“Brands are a storehouse
of trust”
Niall FitzGerald, Former
Chairman, Unilever and Reuters

4. Contact Us
MTC Marketing & Research Solutions
© MTC Marketing Research Solutions research@mtc.co.bw
3 CONTACT US
PO Box 60806
Gaborone, Botswana
Plot 80, Unit 05
Letlanya Building, GICP, Kgale
Cecilia Patterson Tel: (+267) 3161890 Fax: 3932145
Cell: (+267) 72309346
Fax to Email: (+27) 86 551 8322
Group CEO
Email: ceciliap@mtc.co.bw
Web Site: www.mtc.co.bw Our affiliated professional bodies:
A division of
MTC Consultancy Holdings
HOW TO FIND US
From the Game City
circle, turn towards
Old Naledi and then
take the first right into
Commerce Park
(West Gate). Take
the second left after
Dialogue Saatchi and
Saatchi, pass Botsnet,
and take first left
again. We are the grey
building (with a lot of
trees) on your right.
Guiding our clients towards more profitable business development
36
MTC’S MARKETING RESEARCH AFFILIATIONS:
Association for
Qualitative Research