Mystery Web

Gives answers to how customer interaction work on your website.

Mystery Web is a survey based method that gives the company management knowledge regarding what actually takes place during the ”moment of truth”, when the customer visits the website, places an order or makes enquiries via email to your customer service. The information is used to improve service levels, leading to increased sales.

The following can be measured:

- Whether your website is user friendly and offer clear directions to find desired information/place product orders/make enquiries to customer service.
- If replies are sent within the set time frame.
- If customers receive a satisfactory service via email with the information they demand.
- If the staff enquire about the customers needs and use it sufficiently in their communication.
- Whether the staff have a good understanding of the services you offer as well as product knowledge.
- If additional products/services are offered.
- If the process of payment is experienced as safe and secure.
- If orders are delivered on time.

Procedure

In an initial workshop we will identify any areas that need to be examined, set goals and agree on how results shall be handled and communicated. We develop project documents, set up a team of observants for the desired demographic and provide them with training manuals. All information is uploaded to our web based reports tool where you can access the results 24 hours after carried out observation. After each completed procedure we also present a report with an analysis and trends.