Learn More Do you know what your customers think about you? Shoppers’s competitive research provides actionable strategies. Competitive
Mystery Shopping

Competitive Mystery Shopping

WHY SHOPPERS?

Your brand is what your customers think about it, and not what you think it is.

10 Years Of Experience In Mystery Shopping

SHOPPERS is a specialized research agency, with a focus on Customer Experience Measurement, Sales Channel Effectiveness & Business Intelligence.

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Our Competence

Outstanding Workforce

Whether you call them customers, guests, patients, patrons, riders, fans or clients, SHOPPERS team can create and implement a program to measure their experience interacting with your brand. We have the knowledge and the resources to implement most complex scenarios in B2B / B2C / B2B2C. We have more than 1000 active shoppers across SEE ready to deliver accurate insights -

"Best in class" Solutions

SHOPPERS ensures that every project is executed with the aid of a highly experienced team of dedicated professionals with more than 10 years CX experience, and by employing the use of the latest state-of-the-art techniques which comply with high quality standards. Your challenges are unique, so our services can be customized to create just the right research program to address your needs.

Our Team - Our Competency

Mystery Shopping is one of our core competences. Our team has more than 10 years overall experience in Customer Operations, Customer Experience and Market Research. We have developed skills and capabilities to provide comprehensive Competitive Mystery Shopping programs tailored to suit the needs of our clients.

Competitive Business Intelligence

SHOPPERS offers business intelligence that equips anyone to analyze data quickly. Analysis can be done at a global level and/or at a regional level to compare results between regions, countries, store types, chains, or scenarios. Business intelligence analysis can identify the evolution of results over time. SHOPPERS’s BI reports are comprehensive presentations of insights and conclusions derived from your data.

Who we are?

SHOPPERS is one of the leading Mystery Shopping agencies, with a strong focus on Customer Experience Measurement, Sales Channel Effectiveness & Business Intelligence.

So far, hundreds of clients across various industries have been successfully supported by a broad range of tailored and insightful research solutions, resulting in an improved Customer Experience, enhanced sales and a better Trade-Marketing performance.

With over 10 years of experience, our team is one of the best in our domain. Numerous leading brands, Market Research & Consulting agencies have benefited from our consulting expertise.

Therefore, we are very proud of our clients’ track record and how our thorough feedback helped them to boost their operation and outperform their market.

Why SHOPPERS?

We deliver more insights, we can guarantee more valid data, and we are truly your BUSINESS CONSULTANTS.

What we do

SHOPPERS is a specialized research agency, with a focus on Customer Experience Measurement, Sales Channel Effectiveness & Business Intelligence.

Mystery Shopping

Monitor & improve. We use Mystery Shopping as a proven methodology to measure your performance and those of your competitors. Being it sales, trade-marketing or customer experience focused, SHOPPERS is one of the leading research agencies in this sector.

Dependent on your needs, SHOPPERS can advise you on focused and efficient Mystery Shopping programs, with a cost-effective return on investment.

Our Mystery Shopping services incorporate different techniques for the measurement of various customer touchpoints: face-to-face contact, telephone calls, e-mail contact, web-based enquiries, lead generation…

The ‘Mystery Shops’ can have different focuses: it can have a focus on the Sales interactions, After-Sales Services, Product Knowledge, Integrity, Pricing and/or infrastructure and environment. Be it within a B2B or B2C environment. Find out more about our solutions.

Our extensive experience throughout different types of sales channels and industries enables us to provide you with tailor-made solutions. Carefully selected and trained Mystery Shoppers will visit your store, dealership, restaurant … on agreed times and days to evaluate these touchpoints.

Our Shoppers are carefully trained to observe, experience and measure any customer service process to assess performance against specific criteria, and to report back on their experiences in a comparable, consistent, detailed and objective way.

Would you like to find out more about our specific Mystery Call, Mystery E-mail or Lead Generation programs? Contact us directly!

Retail Auditing

Implement. Measure. Act. We deliver leading companies crucial insights on the successful implementation of their trade-marketing investments, their campaign effectiveness and pricing strategies.

We use Retail Auditing as a proven methodology to track the performance of your sales channel & trade-marketing investments.

You spend millions on trade-marketing, visual merchandising, POS and planogramming. You negotiate and pay for optimal shelf share and secondary placement. You develop specific pricing strategies and promotional campaigns.

But despite these expenditures most manufacturers have little information on (a) retailer and store compliance, (b) in-store brand effectiveness and (c) overall ROI of your expenditures.

It is important for you to understand the ROI of its various investments, in order to make informed decisions on how to make most efficiently use of your budgets, improve the execution of the various deliverables and help in its negotiations with partner retailers and agencies.

Our retail audit programs  have delivered leading companies crucial insights on the successful implementation of their trade-marketing, pricing and campaign strategies.

Customer Research

Preferences, motivations, buying behavior? Or have your investments impacted shopping experience? Our insights will help you to define, optimize and monitor your customer experience strategy.

Through Customer Experience Research we help you gaining better insights in your customers: their real motivators, their important expectations and the value they are seeking.

Different data collection methods (web-based, exit interviews, focus groups…) are used to deliver reliable & actionable results.

Industries

Technology

We help you detecting the opportunities and threats in your multi-channel strategies. We give you the necessary insights on the performance of your sales channel strategies and your trade-marketing investments. Online as well as offline, within a global context. We work for retailers as well as for manufacturers. We work for telecom, consumer electronics, IT, service providers, office equipment and photo/imaging manufacturers.

Automotive

We help you monitoring your sales performance, such as your successes in lead follow-up, your insights on the performance of your competitors, your motor show activity, and your used car programs. We not only track the performance of your dealer network, but we can deliver you insights on the true OTR prices of your models and those of your competitors. Which promotional activities and transaction prices are finally driving conversion rates? What is your competitors discount and incentive policy?We work for retailers as well as for manufacturers. We work for telecom, consumer electronics, IT, service providers, office equipment and photo/imaging manufacturers.

Retail

We help you in defining and tracking your different touchpoints and moments of truth, impacting store and brand loyalty. Our Retail specialists know everything about multi- and cross channel management, value positioning in the customer service retail landscape, in-store consumer decision-making, destination versus non-destination stores, VM & POS implementation. Technologies have dramatically changed the industry. E-retailing is not a buzzword anymore. As much as we operate offline, we will still assist you in measuring the performance of your e-retailing channels.

Banking & Financial Services

We can measure regulatory compliance, retail experience through the various touchpoints, price elastic on your competitor’s products, credit card acceptance and much more. Our portfolio includes retail banking clients, global credit card providers and leading insurance brands. We help you measuring the customer journey across each touchpoint and define the areas for improvement. The research models we use will give you in-depth insights on which KPI’s are meaningful to loyalty, but then again also on those that need fine-tuning to ensure future success.

Consumer goods

From FMCG to household products, from tobacco to home furnishing, from white goods to toys. SHOPPERS helps a broad range of consumer goods manufacturers to optimize their multi-channel strategies. We give you the necessary insights on the performance of your sales channel strategies and your trade-marketing investments. Online and offline.

Health and Personal Care

From FMCG to household products, from tobacco to home furnishing, from white goods to toys. SHOPPERS helps a broad range of consumer goods manufacturers to optimize their multi-channel strategies. We give you the necessary insights on the performance of your sales channel strategies and your trade-marketing investments. Online and offline.

Fashion and Lifestyle

We bring functional knowledge from within the fashion retail and luxury goods practice on how to improve the Customer Experience, retail consistency and Sales Channel effectiveness. We combine the research data with our industry expertise, and do not only deliver you valuable insights, but more important action plans on how to improve your business instantly. Our research models will give you in-depth insights on which KPI’s are meaningful to loyalty and to purchase intent, and on which KPI’s action needs to be taken to guarantee future success.

Travel & Hospitality

We help you building your service experience in this challenging climate. Restaurant or hotel chains, carriers or travel agencies can benefit from our customized programs to measure and improve your Customer Experience. Superior customer service and the delivery of a differentiated brand experience will be key parameters. Therefore, the travel and hospitality industry will need to invest significantly in training and development. Our insights help you to improve your business both top and bottom line.Our research models will give you in-depth insights on which KPI’s are meaningful to loyalty and to purchase intent, and on which KPI’s action needs to be taken to guarantee future success.

How we do it

Proven implementation methodologies, lean project management structures and years of experience. We can have your projects up and running in a few weeks.

Development of your program

Every industry, every business need and therefore every project is different. Our goal is to deliver high-impact programs, customized to each client’s unique position in the marketplace.

Our research consultants combine a deep understanding of Mystery Shopping best practices with industry knowledge to develop your programs successfully.

SHOPPERS has, as one of the first agencies in the industry, developed soundproof  sampling models specific for Mystery Shopping programs. Correct sampling is a specialization as such. We can help you deploy the correct methodology in any situation, in any industry.

With SHOPPERS you can have the comfort that your research results will be scientifically robust and accurate.

Project Management and execution

Operational efficiency and innovation is at the heart of our company. Being responsive and proactive, our effective project management teams go for 100% client satisfaction.

We are able to define best practices and common senses, regarding methodologies, processes and frameworks which proved their success in the field.

We have one of the largest and strongest Mystery Shopper panels in the industry. Carefully screened, trained and certified mystery shoppers take care of an increased reliability of the research data.

Delivering Insights

It is the outcome that matters: our goal is to achieve impact, not to deliver data. A great team of statisticians, analysts and functional experts will work on your programs.

Our analysis will help you to assess your business more accurately, and will deliver insights on which you can take smarter decisions. Above all it will make you understand what is relevant and what is not..

Our reports Portal enables our clients ‘live’ access to their results, insights, and other project information. And it delivers some important benefits: It is driving fast action, it maximizes data insights and drives improvement accountability at all levels of the business.

Our Solutions

SHOPPERS offers tailor-made solutions for various business needs. Although, we keep focusing on the same outcome: improving your business performance, top line and bottom line.

Customer (Service) Experience

SHOPPERS is one of the leading research agencies in the Customer Experience domain. We use Mystery Shopping as a proven method to manage and improve the experience you deliver to your customers.

Pricing Research

Our customized programs will deliver you insights on the pricing dynamics in your market. From retailer adherence to pricing policies over competitive price positioning to discount strategies. We deliver insights to retailers as well as to manufacturers.

Brand Recommendation

A significant part of the purchase decision for products is made in-store. Customers rely on the product expertise of sales staff. Conversion rate in multi-branded sales channels is therefore heavily influenced by the product recommendation done by the sales person. Our research gives you insights in these in-store sales dynamics.

Sales Performance

Drive your sales effectiveness. We use Mystery Shopping as a highly effective method to track and develop your sales force. And we give you valuable insights on where it goes wrong in your sales funnel.

Trade-Marketing Performance

t is of strategic importance for manufacturers to understand the ROI of its various Trade-Marketing investments. We use the methodology of Mystery Shopping and Retail Auditing to deliver you valuable insights on key in-store sales conversion metrics.

Infrastructure & POS Compliance

Being in the right place, at the right time, at the right price. We execute compliance audits in various industries for various reasons. From infrastructure to VM, from planogramming to SKU counting.

Our Strengths

Better Analytics and Insights

We have the ambition to provide you with vital observations, and by doing so we strive to be the best. Helion has developed state-of-the-art research models based on data derived from Mystery Shopping surveys.

Consistent Coverage and Knowledge

With 1000+ field force in we are specialized in research solutions. Our proven approach delivers consistent, accurate results.

Unique Panel Quality

One of the largest and strongest Mystery Shopper panels in the industry is at your service. Carefully screened, trained and certified, using a unique profiling methodology.

Industry Expertise

The industry expertise in our teams has been built on several years of practical experience in working for these industries.

Specialized Research Expertise

We know exactly all the (common) mistakes that often are made when designing a Mystery Shopping program. And we know as well how to prevent any of these inaccuracies. With SHOPPERS you can rest assured that your research results will be scientifically robust and meticulous.

Efficiency and Innovation

SHOPPERS has developed innovative solutions and has established unparalleled processes to verify evaluator quality and protect data integrity.

Contact

SC Shoppers Romania

As we would like to make sure  you receive a tailor-made program, please tell us a bit about your business…

Email & Phone

+40 757 370 370

office@shoppers.ro

Bucharest, Romania

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