Mystery Shopping

BelmaServicesMystery Shopping

Mystery shopping research is the most basic and at the same time a completely objective tool for measuring the quality of customer service. An effective method to get valuable feedback from point of sales.

Our common goal is to serve better and satisfy your customer base, which will naturally lead to increased sales.

What is Mystery Shopping;


Mystery shopping is the most effective method to measure the quality of sales and service, job performance, and to gather specific information about your market, including products and services.Repetition is the mother of all learning they say, that’s why Mystery Shopping should take place at least twice a year.
Mystery shopping is a way we can check if conditions have changed at the points of sale of our services and goods. Through this method, we obtain comparative data between the mystery shopping waves. We maintain historical data so to compare actions taken between the waves, which will lead you to the decision of new activities.

Addressed to:

Retail stores, Department stores

S/M, Malls

Restaurants, Bars, Coffee shops


Mystery Shopping is the objective way to evaluate points of sale, human resources, products and services based on specific KPIs: Image, behaviour, job performance, customer experience and satisfaction.

  • Image, behaviour, job & sales performance
  • Point of sale
  • Customer experience and satisfaction

Indicative evaluation areas:


  • Welcome
  • Personnel behavior
  • Service time
  • Quality of service
  • Customer needs identification
  • Clients management
  • Complaints management
  • Sales skills
  • Knowledge of products / services
  • Conditions at points of sale (Cleanliness, product adequacy, etc.)
  • Customer satisfaction

The process of implementing mystery shopping requires the following steps:

  • Create a visit script
  • Build a Questionnaire
  • Organize a team of Mystery Shoppers & Product training
  • Cover required areas
  • Monitoring visits

Completing Mystery Shopping, we create tailor-made reports to present the findings. You get:

  • Quantitative results (ratings by category & subcategory, population/score, high-performing employees etc.),
  • Qualitative results (comments, answers)
  • Comparative results (from the 2nd wave onwards) in charts.

Why Belma?

Customized Solutions

Experienced team

Valid results