Mystery Shopping

Our comprehensive mystery shopping satisfaction service, Maritz Virtual Customers, plays a key role in helping you ensure your customers are experiencing your brand exactly as you envisioned at the location level - the friendly and knowledgeable employee, a superior product display, or efficient service from your call center - exactly the experience your customers should expect from your brand promise.

Maritz Virtual Customers goes further than any other mystery shopping company to support our clients in developing marketing interventions that help them realize their full business potential. We provide our services in the UK, Continental Europe, Americas and Asia.

As part of the Maritz group of companies, Maritz Research can put a wealth of resources at your disposal:

Industry leading research and analysis
ISO 9001 and 20252 registration - an internationally recognised quality management standard
Technology innovation that has drawn the attention of Information Week and Computerworld

The key to a successful mystery shopper programme goes beyond design, administration or technology. It's about the quality of mystery shoppers actually performing the location observations and ensuring they have the resources required to conduct a thorough mystery shop/audit. Maritz' mystery shopping satisfaction services uses professional shoppers who have timely access to us via our bi-faceted communication approach.

We take full advantage of technologies such as e-mail, message centers, and the internet for those instances where low-touch communication is needed. In those instances where a more high-touch approach is needed, Maritz' field operations office has over 200 telephone stations for supporting our mystery shopping service. This combination allows our shoppers access to quick answers and assures quality observations - providing you with reliable and actionable mystery shopping observational data.

Maritz Virtual Customers Products and Services

Mystery Shopping
Maritz' mystery shopping satisfaction service sends professional shoppers to your stores/locations to complete a series of actual transactions based on your marketing/operational standards.

Audits
Maritz audits focus on ensuring consistent operational practice throughout your channels of operation. Each audit is backed by a thorough training process and conducted by professional experienced auditors. Audits are backed by digital images.

Mystery Calling
Maritz' mystery calling services evaluate whether your customer service agents are following the operational standards you have established. Mystery calls can be completed by mystery shoppers from their home to replicate real customers, or from our national survey center network.

Mystery Mailing
Maritz' mystery mailing services evaluate whether the speed and quality of service of postal or courier mailings or the reactions to email inquiries are meeting the service standards of the clients' organisation.

More than Measurement
As part of the largest Performance Improvement Company worldwide, Maritz Research understands the encompassing improvement process better than any other research firm. Instead of simply collecting data, we design Mystery Shopping programmes to help you close the gap between your brand promise and your delivery of the brand experience. From the ground up, we build Mystery Shopping programmes which seamlessly integrate with all of your customer experience improvement tools. That way, we assure that your initiatives engage and transform employees and managers at every level and are linked in a way to best support the delivery of a customer experience as you promised.

Become a Mystery Shopper

We are a member of the Mystery Shopping Providers Association.

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