• Smiling report Client X 2020

Smiling Report 2020: North America smiles and greets the most while there is a worldwide tendency of increasing the add-on sales

21 May 2020

MSPA Europe/Africa has released the 2020 Smiling Report for 16th year in a row. The 2020 report provides a summary of almost five million answers to questions focusing on Smile, Greeting and Add-on Sales metrics from 68 countries during 2019. Client X took part in the survey for 11-th year presenting the data collected by mystery shoppers in Bulgaria.

What is it like to work with Client X?

11 May 2020

Over the last few years „mystery shopping“ has become one of the most popular ways of earning money. Nowadays there are number of agencies, each one of them offering you to join their team. If you are just discovering the world of mystery shopping and exploring all the possibilities, it is difficult to find out which agency is worth working with and whether to choose Client X. At the end of last year, we conducted a survey amongst our mystery shoppers to measure their level of satisfaction and to mark the main challenges concerning our work together. We present you a few short aspects of the survey.

Customer Experience Trends for 2019

19 Apr 2019

Get customer experience right and profit will follow. That’s the conclusion of a survey by Hotjar of 2,000 CX professionalspublished in November 2018. Only 12 percent of respondents regarded their companies as being mature when it came to customer experience.
  • Meet Tomorrow's consumer - Client X - man looking at his smartphone

Meet Tomorrow's consumer*

07 Dec 2017

Harvard Professor Shoshana Zuboff said that every century or so, fundamental changes in the nature of consumption create new demand patterns that existing companies can’t meet unless they applied imagination to see beyond what they’re selling today. Indeed, consumers have never been savvier, well connected, and value conscious.

Today’s consumers engage with your company in very different ways than they used to.

  • Битката за клиентското изживяване (СХ) вече започна: а вие готови ли сте?

The CX Battle Has Started: Are you Ready?*

07 Nov 2017

Customer Experience is now the key battleground for consumers’ purses and wallets – 89% of companies surveyed by leading analyst Gartner this year say that CX will be their primary basis for competitive differentiation. Jill Spencer, Vice President MSPA Europe, reveals how you should build a working strategy.
  • Competitive Benchmarking: The Forgotten Side of Mystery Shopping

Competitive Benchmarking: The Forgotten Side of Mystery Shopping*

16 Oct 2017

One aspect of mystery shopping that is often overlooked is competitive benchmarking, meaning the practice of sending mystery shoppers to the competition to see how the competition is operating. This is valuable because it allows brands to more accurately measure their place in the industry. The article outlines the most commonly used kinds of competitive benchmarking.

So, I hear mystery shopping is an outdated modality?*

31 Jul 2017

Is there any point of mystery shopping? Could any agency provide mystery shopping? Where to watch out if you plan mystery shopping in your company? Ian Jeffrey, MSPA EU Board Member & Managing Director – Helion South Africa, answers these questions.