Nationwide Mystery Shopping
Our comprehensive mystery shopping satisfaction service, Maritz Virtual Customers, plays a key role in helping you ensure your customers are experiencing your brand exactly as you envisioned at the location level – the friendly and knowledgeable employee, a superior product display, or efficient service from your call center – exactly the experience your customers should expect from your brand promise.
Maritz Virtual Customers goes further than any other nationwide mystery shopping company to support our clients in developing marketing interventions that help them realize their full business potential. And we also provide our services in the UK and Germany.
As part of the Maritz group of companies, Maritz Research can put a wealth of resources at your disposal:
- Industry leading research and analysis
- ISO 9001 registration – an internationally recognized quality management standard
- Technology innovation that has drawn the attention of Information Week and Computerworld
The key to a successful mystery shopper program goes beyond design, administration or technology. It’s about the quality of mystery shoppers actually performing the location observations and ensuring they have the resources required to conduct a thorough mystery shop/audit. Maritz' mystery shopping satisfaction services uses professional shoppers who have timely access to us via our bi-faceted communication approach. We take full advantage of technologies such as e-mail, message centers, and the internet for those instances where low-touch communication is needed. In those instances where a more high-touch approach is needed, Maritz’ field operations office has over 200 telephone stations for supporting our nationwide mystery shopping service. This combination allows our shoppers access to quick answers and assures quality observations – providing you with reliable and actionable mystery shopping observational data.
Maritz Virtual Customers Products and Services
Nationwide Mystery Shopping
Maritz' mystery shopping satisfaction service sends professional shoppers to your stores/locations to complete a series of actual transactions based on your marketing/operational standards.
Audits
Maritz audits focus on ensuring consistent operational practice throughout your channels of operation. Each audit is backed by a thorough training process and conducted by professional experienced auditors. Audits are backed by digital images.
Mystery Calling
Maritz' mystery calling services evaluate whether your customer service agents are following the operational standards you have established. Mystery calls can be completed by mystery shoppers from their home to replicate real customers, or from our national survey center network.
Motivation
Maritz Motivation can ignite the people who matter most to your organization - your employees, sales people and channel partners. Whether you're seeking to increase sales, improve channel partner performance or bolster customer satisfaction, a well-designed mystery shopping incentive program can meet and even exceed expectations in a cost-effective manner.
Learning
Maritz Learning can ignite the people who matter most to your organization - your employees, sales people and channel partners. Whether you're seeking to increase sales, improve channel partner performance or bolster customer satisfaction, a well-designed mystery shopping incentive program can meet and even exceed expectations in a cost-effective manner.
Maritz Brand Experience Improvement Process
The Brand Experience Improvement Process is a method designed to help you close the gap between your brand promise and your delivery of the brand experience. It delivers continuous improvement in location-level compliance. From the ground up, we build in measurement, performance improvement tools, and incentives that our experience and data have shown can engage and transform employees and managers at every level. By engaging employees around a focused, continuous improvement process, your employees create the momentum you need to demonstrate all your brand can be to every one of your customers. Ultimately, your customers experience your brand as you promised.
Become a Mystery Shopper
Visit Maritz Virtual Customers to become a mystery shopper.
We are a member of the Mystery Shopping Providers Association.
For additional information, please call us at: 1-800-782-4299.