Service Evaluation Concepts (SEC) has a core competency in the administrative process of Mystery Shopping. Unlike the methodologies used in mainstream market research mystery shopping attempts to gauge the service delivery process instead of the service result.

The focus is on the facts of what did or did not happen as a specific scenario is role played by a “Trained Customer” or a Certified Business Analyst, instead of perceptions, opinions or impressions about the service experience.

To launch a Customer Experience Optimization solution and specifically one that includes a Mystery Shopping component requires guidance that was obtained from real customers from your target market as well as the stakeholders who interact with them, your front-line employees.

The standards that have been set as non-negotiable are deemed vital elements in customer retention that results in a profitable lifetime value of customers’ wallet share.

Understanding and aligning execution with the customer expectations is good business.