Mystery Shopping / Auditing

Is our service being delivered on the shop-floor?…

Mystery shopping is a powerful and positive tool in today's workplace. Used well, it provides invaluable management information, which can translate into targeted staff development.

Taken as one important element of a comprehensive customer satisfaction and loyalty programme, the results will impact on competitive edge. We help our clients identify when this is the appropriate technique, and how to use it to best effect.

Many of our clients are faced with the need to ensure that they operate in compliance with legislation, codes of practice, or the demands of their own quality systems. Our mystery shop techniques provide independent audit of processes and staff, giving constructive actionable input to improvement plans.

Mystery shopping need not also just be ‘physical’. FDS has experience in undertaking large-scale website evaluation, using Executive researchers to carry out detailed analysis of clarity and transparency of offer.

“They’re very easygoing to work with it helps in our overall relationship. They are in a sense a part of the team and that’s good ”

Robert How
Natural History Museum