Mystery Shoppers
Program

Enhance the customer experience with our Mystery Shopper solutions
Explore. Evaluate. Evolve!

From analyzing in-store customer experiences and utilizing real consumer or professional mystery shoppers, to conducting competitive analysis and more, Lanla offers the solutions that aligns with your needs!

Our mystery shopping solutions allow you not only to measure how well the service standards set by your organization are applied by all your staff, but also to know your customers’ perceptions and satisfaction of 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!

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. 

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 mystery 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.

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.

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.

Lanla does more for you.

Discover excellence through our experience !


Quality

A rigorous quality control process of mystery evaluations. 


Reality

Real-time results available through a web platform. 


Progress

Concrete action plans to quickly drive your results.

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