Mystery Shopping | Online Market Research in Indonesia

Reveal your service mystery shopping

Explore our advanced mystery shopping program
With our experiences in mystery shopping, we can provide various classes trained mystery shoppers equipped with high technology equipments.

Mystery shopping can be done through direct visit, telephone, survey application or other methods depending on clients' requirements.

You may want to have mystery shopping program if:

1.Your employee hospitality have great effect on sales output.
2.You have standard of hospitality to be applied.
3.You have more than one retail or business operation places.
4.You want to monitor, improve and maintain your company service level.

Program for Indonesia

Our mystery shopping program work well for Clients

Operate business in:: ■ Retails (Luxury Brand / Cosmetics / Spa / Restaurant etc.); ■ Shopping Center; ■ Banking Industries; ■ Electronics Industries

Business Areas:: ■ Jakarta; ■ Surabaya; ■ Bandung; ■ Bekasi; ■ Medan; ■ Others

Mystery Shopper Club
Recruited from a rich panel of members of Nusaresearch in Indonesia. Only those who pass the screening round to get qualifications of standard mystery shopper would represent　Nusaresearch to carry out the service.
Research Support
Mystery shoppers are backed up by Nusaresearch professional research team while executing projects.
Combined Services
Mystery shopper program are to be accompanied by other research services of Nusaresearch. Clients acquire the ultimate　insights of consumers/ shoppers on business　operation for further improvement.

Some of mystery shopping terms:

Mystery Shopping Provider: Research agency that provides mystery shopping program to Client.

Client: Individuals/ Organizations who require the application of mystery shopping program on their business.

Mystery Shopper: Person who passed the qualification test and is assigned to conduct the evaluation of service in the appointed procedure, place and time.

Evaluation: The process of observing, collecting information by mystery shopper in order to examine the quality of given service.

Mystery Shopper Qualification

Qualified mystery shopper must pass the following procedure to meet common standards:

1. Mystery shopper applicant will be recruited through email invitation or he / she can apply for the program directly on dedicated websites.
2. Mystery shopper applicant needs to fill in his / her personal information (including all contact details) as well as available time for doing evaluation. Information is recorded on the websites or directly sent to the mailbox of mystery shopping provider.
3. The system will check the authenticity of data. After that, mystery shopping provider will directly call mystery shopper applicant to reconfirm all provided information.
4. Mystery shopper applicant is required to learn mystery shopping procedure before he / she gets the mandatory test.
5. After finishing the module, Applicants needs to join and pass the mandatory test. Only who can reach the score of 85% or higher can get the certification to become a mystery shopper.
6. The mystery shopper now can check the available evaluation schedule. They can volunteer for some evaluations, then mystery shopping provider will appoint suitable mystery shoppers to conduct the case.
7. It is the report that will classify mystery shopper as 'blacklisted,' 'poor,' 'standard,' 'good,' or 'excellence.'
- a. Mystery shopper who reports false / fraudulent data will be automatically blacklisted.
- b. Mystery shopper who reports incomplete data will be classified as "poor", and will need to retake the module test before committing another evaluation.
- c. Mystery shopper who gives complete data as requested will be classified as either 'standard,' 'good' or 'excellence' depending on quality of the report.
8. Mystery shopper who submit standard or higher quality report will receive prize, benefits, or some amount of money regulated in the mutual agreement signed with mystery shopping provide.

Mystery Shopping Process

1. Mystery Shopper Training: Mystery shopping provider organize training course in general to all mystery shoppers.

2. Mystery Shopper Appointment: Qualified mystery shopper will be chosen and appointed to conduct a mystery shopping case as they meet the typical requirements of project.

3. Mystery Shopping: This person will come to the appointed place in specific time and play a role as regular consumer to evaluate performance or quality of the key services.

4. Service Assessment: Performance of key services are assessed through the level of hospitality, cleanliness, tidiness, how the product is served or displayed, service speed, sales place maintenance, product availability, and so on. The checklist is built based on Client's needs and mystery shopping provider's recommendations which are approved by Client.

5. Report of Findings: Mystery shopper will record the findings in secret, and report the visit. There are some sections which Evaluator needs to give objective feedback as instructions and other sections at which he / she can give personal feedback.

6. Value Acquirement: The report then is used for improving the service in that particular area in the future, and as the learning materials for the rest of the branches.

Why we are different

With the appliances that help mystery shoppers remember what they have seen during the process of observing

1. Voice recorder / spy camera in pen / eye glasses

With a complex of requirement / questionnaire that takes time to understand or remember, this tool could support the shopper to observe in the things that they might skip or forgot.
So after we re-run of it, they can remind for that time of observed, and we will not miss any information.

2. Real time survey mobile application

With this tool, our mystery shopper can answer the questionnaire immediately during the time of their observation.

Deliverables Samples

Example of Report on mystery shopping from W&S Thailand Market Research

Benefits of Using Mystery Shopping

Mystery shopping program help clients with:

1. Receive complete consumers' feedbacks on all the key services you need to know.
2. Collect the evaluation of service with minimum bias since the mystery shopper would be disguised as an ordinary consumer.
3. Monitor the standard of service across your channels of retails.
4. Evaluate the recent service procedure, get consumer insights to help improve the service standard. On further analysis, from the regular evaluation of mystery shopping program, you can monitor the standard during peak and non-peak hours, weekdays and weekends, and during high and low seasons.
5. The report would be one of the tangible assesment for your services. Hence, the service can be evaluated and you can make a tangible target to maintain or improve your service level.

Ethics in Conducting Mystery Shopping Studies

Things to remember when you decide to conduct mystery shopping:

1. Only qualified mystery shoppers have rights to conduct the evaluation as instructed.
Picture / Illustration
2. Confidentiality is the key. The mystery shopper should never reveal their identity, or access the same employee at various situations. (: On the case where Client recognize the mystery shopper, then As a matter of agreement from mystery shopping provider they should never reveal the identity of mystery shopper to their employee as well).
3. Mystery shopping is not a sales program. None of the mystery shopper will buy and own the product during the evaluation assignment period. All of the purchase made, if any, will need to be sent back to the mystery shopping provider (including any promotion items including after sales prize, vouchers…..).
4. Mystery shopping is not the best method to evaluate employees personally. This is a tool to measure the overall quality of the studied services.

Service

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