Solution Overview

The ShopandTell Mystery Shopping Solution is a customer monitoring system that enables you to track the performance of your operations, ensure compliance with standards and procedures, and measure the customer experience. All the steps to manage this process in-house are automated with results available in real-time.

woman doing shopping with cell phone in hand

Like all of our solutions, ShopandTell is built on the web-based Kinetica CX platform, requires no on-site IT support, and is provided as a service (SaaS – Software as a Service) accessible over the Internet. Touchwork manages and supports all hardware and software in secure data centers and ensures 24/7 web access. Additionally, all Mystery Shopping Surveys can be password protected so that the privacy of your customers and the data you collect is safe and secure.

How ShopandTell Works

ShopandTell is comprised of two key elements:

  1. the Web Portal from which the system is managed
  2. the real-time data and results it stores that can be accessed securely from anywhere

The Web Portal is where all details relating to the locations, surveys, schedules and shoppers are set-up, and the analysis and reporting takes place. This is a secure website with access controls allowing you to decide who is able to view your data and manage any part of the secret shopper process.

The Survey Form contains the questions and data fields captured by a shopper when they visit a location and accessed via a web link sent to the shopper by text message or email. These links work on all smart phones, tablets, and PC’s connected to the internet.

Shoppers complete surveys on the spot and results are available instantly in the web portal.

Our solution features over 16 different question types, many of which are pre-configured with commonly used rating scales and terminology, ensuring that you can quickly and easily implement any Secret Shopper survey to meet your needs.

The benefits of managing a mystery shopping program in-house is that you are in control and can change questions and schedule shops based on your requirements. This is important to gain more meaningful insights into the performance of your operations.

With ShopandTell, You Can:

  • Identify all the locations you want to monitor
  • Classify them according to type (e.g. dining, retail, bookstore, etc.)
  • Create surveys for each location type based on the things you want to monitor
  • Recruit and identify shoppers
  • Schedule shops
  • Instruct shoppers by text message and email when and where to shop
  • Distribute survey links by text message and email
  • Collect customer feedback using the smart phones, tablets, or PC’s
  • Email shop results to managers for review immediately
  • Get detailed drill-down reporting and analysis via a secure web portal
  • Schedule summary reports on a weekly or monthly basis to designated staff without the need to access the portal
  • Assign issues to any staff member for follow-up purposes and keep track of the status of each issue