FAQ: Mystery & Test Purchases
How does a mystery/test purchase work, and what can you objectively assess with it?
What exactly is a mystery/test purchase?
In a test purchase, one of our investigators poses as a customer to objectively assess how your sales staff behave, whether policy (such as age verification) is followed, or how the customer experience plays out in practice.
Which industries are mystery purchases suitable for?
Test purchases are mainly used in retail and hospitality, for example for age verification around alcohol or tobacco, but also to assess sales behaviour and customer friendliness in other industries.
Do employees know a test purchase is taking place?
No, that's the whole point: the test purchase needs to measure employees' normal, unfiltered behaviour. Afterwards we inform you of the findings, and it's up to you how you communicate this internally.
Is a test purchase legally permitted?
Yes, a test purchase is a legitimate way to objectively assess policy and behaviour, provided it's carried out proportionately and isn't aimed at inciting rule-breaking behaviour.
What do I receive after a test purchase?
You receive an objective report of the findings, with concrete recommendations for training or policy if desired.
Want to know what we can do for you?
Get in touch, free and without obligation. We respond within 24 hours and think along with you, discreetly.
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