Mystery shopping means an undercover customer who evaluates your business. Kalitima uses it to learn both what your customers need and how engaged your employees are, and complements it with review monitoring and competitor assessment.
What it includes
- Mystery shopping: the undercover customer, with insight into customer needs and employee engagement
- Monitoring of reviews and mentions online and on social media
- Centralising and managing complaints, so customer dissatisfaction is handled systematically
- Identifying and assessing competitors: market research, mystery shopping and a competitor assessment report
Who it is for
HORECA businesses that want to see their service the way the customer experiences it, keep their online image under control and compare themselves with competitors.
How we work
Together we decide what you want to evaluate (for example welcome, service, cleanliness, selling), how the result will be used and how the team will be informed. You receive a report with observations and recommendations. You can also read about the difference between mystery shopping and an audit in our article “Mystery shopping or audit?”.
Frequently asked questions
What is mystery shopping?
An evaluation by an undercover customer who experiences your business like any customer and describes it in a report.
How is mystery shopping different from an audit?
Mystery shopping shows the customer experience seen from the outside. An audit checks activity against procedures, requirements and legislation, from the inside.
Why do online reviews matter?
Online and social media are key areas for promoting a brand. An unmanaged action can harm the company’s image and credibility, with customers and with employees.
What do I receive at the end?
A report with the evaluator’s observations and improvement recommendations. The exact format is agreed before the evaluation.
How do I find out the price?
It depends on what is evaluated and the number of units or visits. We set it in a tailored offer, after a conversation.
Other Kalitima services
- Quality audit and legislative consulting
- Waste management
- Pre-opening and F&B
- Team training and development
- Social responsibility and events
- All services
Want a tailored offer?
Write to us at office@kalitima.com, call +40 772 059 907 or book a meeting.