Misura l'esperienza del cliente nel settore della vendita al dettaglio e dell'ospitalità
Secret View è una delle principali piattaforme di feedback per le grandi aziende di vendita al dettaglio e dell'ospitalità in tutto il mondo. Con la nostra community globale di oltre 65.000 mystery shopper e la migliore dashboard sul mercato, mappiamo accuratamente i percorsi, i processi e l'esperienza dei clienti.
Trusted by retail and hospitality chains worldwide
Why customer experience research?
Customer experience is a crucial differentiating factor for retail and hospitality organizations. By monitoring the experience surrounding the sale of a product or service, you gain insight into how customers perceive it and how employees' performance. Customer experience goes beyond just Google reviews and NPS. Customer experience research maps out both the implementation of your strategy and experiences, giving you insight into every part of the customer journey.
With these insights, you can identify key areas for improvement in the customer journey, efficiently analyze the results, and offer targeted training. This way, you enhance the customer experience, encourage higher spending, and increase loyalty.
Insights at every level in your organization
Dive deeper
Curious about a specific aspect? With just a few clicks, you can access the data you need.
Management Overview
Get an intuitive overview of the performance of the entire organization.
Benchmark
Compare across different levels, identify top performers, and see who needs attention.
Segmentations
Segment by parts of the customer journey, regions, or locations, and compare the results in a clear overview.
Answers
Behind every score is a detailed explanation from our mystery shopper. This provides a wealth of examples, which are useful for training and evaluation discussions.
Location overview
See at a glance how your location is performing and understand how the score was determined.
Our global community
Our 65,000 mystery shoppers, who go out daily for our clients, form a network of local communities worldwide.
The community represents all demographic groups: female, male, highly educated, practically educated, young, old, urban, rural, and many more segments.
Because we work with shop credits, our mystery shoppers only choose assignments at brands they care about. This ensures they always come from your service area and belong to your target audience. This way, we always stay close to authentic customer experiences.
Quality and reputation
Our mystery shoppers are keenly aware of the importance of qualitative and constructive feedback. Through quality controls and e-learnings, they are trained on our platform to become skilled feedback providers. By performing assignments well, they build their reputation, which helps our algorithm select the most suitable mystery shopper for the next assignment.
Every completed questionnaire is always checked by two Approvers. They verify the answers, check if the receipt matches, and ensure that the feedback is positively constructive and sufficiently descriptive of the situations.
Ongoing research
We believe in short, regular feedback loops. This increases awareness and encourages behavioral change among employees.
With monthly surveys, these benefits increase, and it doesn’t stop at just a snapshot. This way, you remove extremes from the research and get a realistic picture of a location's performance. This ensures lasting change.
Working together for the best survey
A successful customer experience survey depends on a good questionnaire. By combining our years of research experience with your expertise of the industry, we'll arrive at the best questionnaire.
In our integrated survey tool, we develop the questionnaire together. This tool helps us work together faster and smarter, without endlessly emailing questionnaires back and forth.
