Mystery
Shopper Program
Enhance the Vustomer Experience with our Mystery Shopper Program :
Explore. Evaluate. Evolve !
Mystery
Shopper Program
Enhance the Customer Experience with our Mystery Shopper Program:
Explore. Evaluate. Evolve!
Measure customer satisfaction
Find out what consumers think of your services thanks to our Mystery Shopper Program !
Our Mystery Shopper Program allows you not only to measure how well the service standards set by your organization are applied by all your staff—whether through in-store visits or mystery shopping online—but also to understand your customers’ perceptions and satisfaction with your service delivery.
Based on a methodology unique to Lanla, each evaluation is carried out by different customers, who are already clients of your company or interested in becoming so! Result: an unbiased and accurate measure of the customer experience based on criteria that is as important to you as it is to them. You will then be able to identify your priorities to exert the maximum impact on your customers.
We have a panel of over
120,000 qualified and rapidly growing mystery shoppers in Canada!
Tangible results
Our Mystery Shopping Solutions result in an in-depth analysis of the data collected to draw tangible results. You will then be ready to set up concrete action plans to improve your customer experience.
As a matter of fact :
- Focus your efforts and investments on the most significant elements of the customer experience through a detailed statistical analysis of your results that identify the Expectation Curve and the Moments of Truth.
- Monitor the progression of powerful customer satisfaction indexes such as the Customer Experience Index, the Net Promoter Score, the Customer Effort Score, and your Moments of Truth.
- Compare the results of all your network’s branches and rigorously monitor your Consistency Index i.e., your company’s guarantee of sustainability!
- Adjust your service standards according to your customers’ perceptions and expectations.
- Increase your revenue and reduce operating costs with expert analyst advice and recommendations.
See your business from another perspective… your customer’s way!
Consistency of your standards
Ensure the consistency of your standards thanks to a professional Mystery Shopper Program.
Whether it be within a network of several points of service or within a single establishment, consistency is a guarantee of security for the customer. It contributes to the sustainability of the company. Implement a Mystery Shopping Solution and ensure compliance of preferred operational and service standards throughout your network. Benefit from professional secret shoppers across the country who are trained according to your specific needs. They will monitor several criteria throughout your various points of service, and with the utmost discretion.
Competitor’s practices analysis
Examine your competitors’ practices and stay on track in terms of customer experience!
You invest in customer experience, your competitors also! This is the reason why consumers are increasingly demanding. Make use of our mystery shopper panel to discover the best practices in your industry. Through these mystery shoppers, learn where your customer experience stands in relation to that of your competitors and surpass the competition with innovative strategies.
«You invest in customer experience, so do your competitors!»
Real-time Dashboards
Explore our interactive and dynamic platform : Hexia.
Accessible to key members of your organization, our Mystery Shopper Platform is a powerful, flexible and user-friendly tool that allows for a detailed monitoring of mystery shopping evaluation results in real-time. Obtain an overall view of your network’s performance or view reports per region, manager or branch.
FAQ
What’s the difference between professional and real mystery shopper?
The professional mystery shopper makes multiple visits without the intention to purchase. They assess objective criteria such as lighting, opening hours signage, etc. Their role is to verify whether operational standards are being met. No emotions or personal perceptions are considered.
The real consumer mystery shopper, on the other hand, behaves like an actual customer. Their main goal is to share their perception of the experience. The aim is to understand the gap between what the company believes it delivers and what the customer actually perceives.
Why use the point of view of a real consumer?
Because it’s not your efforts that matter most, but how they are perceived. These evaluations help identify which elements have the greatest impact from the customer’s perspective—even if other efforts go unnoticed. It also enables you to adjust internal standards based on actual customer satisfaction.
Lanla does more for you.
Discover Excellence through our Experience
01
Quality
A rigorous quality control process of mystery evaluations.
02
Reality
Real-time results available through a web platform.
03
Progress
Concrete action plans to quickly drive your results.
Contact us
Let's talk
Call us or write to us!
Toll-free: 866 333-5265
Phone: 450 464-5265
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