Purpose
Mystery Shopping & Customer Experience Evaluations
See your organisation through the customer’s eyes. BSA conducts independent evaluations across physical, telephone and digital touchpoints to identify service gaps, process weaknesses and opportunities to improve the customer experience.
Scope of work
- Scenario design aligned with your service standards and operational risks
- Outlet and branch visits, telephone enquiries and digital journey reviews
- Observation of staff conduct, service quality, process adherence and customer-facing compliance
- Comparison of results across locations, channels and evaluation periods
Methodology
01
Define
Agree the customer journeys, scenarios, scoring criteria and evidence requirements.
02
Evaluate
Conduct discreet assessments and quality-check observations before analysis.
03
Improve
Identify patterns, prioritise issues and translate findings into practical actions.
Deliverables
- Evaluation scorecards and a management summary
- Location-level observations and supporting evidence where agreed
- Cross-channel trends, recurring service gaps and priority findings
- Practical recommendations and a follow-up measurement plan
