10 Mar 2025
Have you ever experienced a simple gesture, like a smile, completely changing your behavior?
Recently, during my lunch break, I entered a mall with a clear intention to eat at my favorite fast-food restaurant. As I walked toward KFC, the smile of an employee from a neighboring pizza place changed my decision. Just one gesture—a smile, accompanied by a warm invitation—made me choose pizza over a chicken burger.
05 Mar 2025
Nowadays, consumers expect more than just a product or service—they seek a complete experience. Customer service is a crucial part of this experience and can even be perceived as part of the product itself. For example, at Starbucks, the focus is not only on the quality of the coffee but also on the atmosphere and the personal approach of the baristas, which adds value for customers and fosters loyalty. Here, the emotional factor plays a key role.
26 Feb 2025
Net Promoter Score (NPS) is one of the most popular metrics for measuring customer loyalty and how they perceive a product or brand. It evaluates how likely customers are to recommend a product or service. Combining this metric with a mystery shopping survey provides the opportunity for a more in-depth analysis of customer experience.
14 Feb 2025
When conducting mystery shopper research, selecting the right methodology is crucial for the success of the project. Our work goes beyond just carrying out the research - it also involves advising on the optimal approach that best fits the specific needs of the business. Based on years of experience, our team provides practical guidance to help clients navigate the numerous available options.
21 May 2020
