Mystery shopper
You want to evaluate your customer service, customer satisfaction with your products and/or services, improve your quality charter or customer journey protocol. If you’re looking for service excellence, Butler Academy can help. We carry out mystery shopper campaigns in all sectors, in your restaurant, hotel, retail outlet, travel agency, public body, etc…
Periodicity to be defined according to the chosen campaign
PARIS
In-house training available in France or abroad
All business sectors
Report available in English, French and Chinese
Calendar
“Contact us “
Mystery shopper campaigns are offered with a customized program and schedule. To define a period and obtain a proposal adapted to your needs, please contact us.
OBJECTIVES OF MYSTERY SHOPPER CAMPAIGNS
OBJECTIVES OF THE MYSTERY SHOPPER CAMPAIGN
- Diagnose company practices and procedures
- Produce a mystery shopper report
DELIVERABLES
- Campaign report
- Competitor analysis
- Recommendations for corrective training actions
- Post mystery shopper campaign follow-up
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MYSTERY SHOPPER CAMPAIGN FORMULAS
FORMULA 1. "Classic" mystery shopper campaign
- Evaluate your company’s level of service during a mystery visit on site
- Evaluate your company’s telephone greeting with a mystery call
- Evaluate the responsiveness and quality of your website’s response to a mystery mail .
FORMULA 2. MYSTERY CUSTOMER CAMPAIGN "Post action en formation"
- Evaluate the effectiveness of the training action in relation to the objective set:
-> Achieve a level of customer service that is average, top-of-the-range, excellent, in line with established protocol and/or quality charter.
-> Compliance with telephone reception protocol
-> The responsiveness and quality of e-mail responses
- Identify the areas that have been improved thanks to the training action, the points to be worked on, the areas at risk.
THE STAGES OF A MYSTERY SHOPPER CAMPAIGN
STEP 1. DEFINITION OF OBJECTIVES
- Determining the objectives of the mystery shopper campaign
- Customized media creation
STEP 2. MYSTERY SHOPPER CAMPAIGN
- Campaign implementation according to objectives, on site(s), by telephone or e-mail
- Number of visits to be determined (minimum 2 per site, recommended)
STEP 3. ANALYSIS/REPORTING
Production of the report, according to the objective set :
- Analysis of professional practices
- Analysis of the company’s customer journey protocol and/or quality charter
- Competitor analysis
- Minutes
- Competitor analysis
- Recommendations for further training or skills acquisition to be carried out
- Custom program creation, if ordered
STEP 4. FOLLOW-UP
Depending on your needs, the follow-up can be :
- One or more training courses to improve or acquire skills
- A surveillance audit 3 to 6 months after the campaign on a sample basis
- A new mystery shopper campaign
- A satisfaction survey
TERMS AND CONDITIONS
- Face-to-face
- Distance learning available (on request)
- Request 1 month in advance
THE SPEAKERS
- Mystery shopper training at Butler
- Mastery of mission-related methods and tools
- Minimum experience in the audited sector
TARGET AUDIENCE
- All sectors and companies wishing to assess their professional practices
Our key figures
Trainees trained in 2022
Abandon
Successful completion of WSET
Hours of training provided in 2022
THE TRAINERS
Tel: 07 68 44 27 23 / 01 88 61 78 95
Mail: accueilPSH@butler-academy.com
Sarah welcomes and accompanies all people with disabilities.
For any request to adapt our training offer, she will be at the heart of the organization and the link with our partners and referents dealing with the subject of disability.
Tel: 01 88 61 78 90
Mail: commercial@butler-academy.com
Samuel answers all questions relating to company organization, accounting and suppliers.
Tel : 01 88 61 78 95
Mail: contact@butler-academy.com
Aurélie and the training referent for trainees, manages, companies and trainers.
She listens to everyone’s feedback and problems, and makes every effort to propose appropriate content.
CONTACT US
BUTLER ACADEMY - HOTEL TRAINING
7-9 rue Paul Barruel 75015 PARIS
Pedagogical team contact
Email: contact@butler-academy.com
Telephone: 01 80 91 61 82
Fax: 01 80 91 60 75