Mystery
Shopper Program
Enhance the Customer 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!
“We firmly believe that an excellent customer experience isn’t built on a single great idea. It’s built on dozens of small details, executed well, day after day. It is this constant pursuit of improvement that has allowed us to grow for over 30 years and continue to earn our customers’ trust. That is precisely why we chose to partner with Lanla.”
Yoann Brottier, Associate Vice President, Laser Game Evolution Canada
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.
Boost participation in your mystery shopper program
Strengthen customer commitment with targeted, tailor-made visual communication.
To encourage your customers to take part in missions, our creative team can help you create a variety of visuals, both printed and digital, to promote your mystery shopper program. We work closely with your in-house marketing and communications teams to design visuals that are perfectly aligned with your brand image.
FAQ
Which mystery shopping approach?
Your choice depends on your objective. Professional mystery shoppers check compliance with specific standards, such as posted opening hours or staff name tags. Real consumer mystery shoppers focus on how they perceive the experience. They can also assess compliance, but their perspective helps you understand the gap between the service delivered and what the customer takes away from it.
Why measure customer perception?
Meeting a standard does not tell you how the customer experienced your service. In this episode of CX Minute, Christian Watier explains that real consumer mystery shoppers can check observable details, such as whether an employee wore a name tag, while also sharing their perception. Combining these perspectives helps you understand both compliance with your standards and the experience from the customer’s point of view.
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: 1-866-333-5265
Québec: 450-464-5265
Ontario: 905-420 5952
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