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Mystery Shopping

Mystery shopping is hiring trained assessors to visit the stores incognito as customers, record objective behaviors and the interaction process, and being able to observe and record a complete service journey.

Mystery shopper service audits provide insight on?

Customers not satisfied but don’t know why?

Pinpoint the pain points of your customers, reducing complaints and negative comments online

Inconsistency in service delivery?

Measure service delivery, check consistency, and identify room for improvement for your brand

Not seeing the “real” service when you visit your stores?

Provide an objective view on service delivery and help reveal the blind spots

Difficult to find training focus and needs?

Gather service cases and identify opportunities for growth and development

Don’t know which store has good service, or why?

ell you whose work to recognise and how they did well in service

Store managers lost their grasp in service quality?

Regular reports inform store managers their strengths and weaknesses in service, and areas they should do better next time

O2O Mystery Shopper Survey

As online shopping becomes more popular, a seamless multi-channel customer journey becomes ever more important. Tiptop’s O2O mystery shopping audit covers all channels, including in-store, online and telephone hotline interactions, so you can get a holistic picture of how customers really feel in the entire shopping experience.

Tiptop Service Indicator (TSI)

Tiptop has since 2007 established a database and launched the "Tiptop Service Index" to assist the Retail and Food & Beverage industries in finding ways to identify service gaps and improve service levels.

Click here to download TSI Repot 2020

Why Tiptop?

Diverse Background
Diverse Background

More than 400 shoppers with diverse background

Shopper Training
Shopper Training

Shopper Training that trains shoppers to observe all the service checkpoints that counts

Rigorous Quality Control
Rigorous Quality Control

Rigorous Quality Control mechanisms that ensure every checkpoint is covered with accuracy