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Grass Roots' Solutions



Mystery Shopping

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Measure your performance with mystery shopping

For over 30 years Grass Roots’ mystery shopping programmes have been helping our clients to measure the performance of their front line employees and to assess the overall customer experience. The measurement of desired employee behaviours is essential to driving performance improvement, in the same way as direct customer feedback is key to enhancing customer service delivery.

Voice of the customer

As one of the world’s leading mystery shopping companies, Grass Roots provides a complete service including research to establish customer needs, questionnaire design, fieldwork, quality control and final reporting. From customer feedback, we can identify where customer service delivery standards can be improved and provide the necessary insight to reward and recognise individuals and teams, and allow for the delivery of targeted training and communication.

Grass Roots mystery shopping provides a true reflection of your customer experience. Our people, who are profiled to match your customers, report on their interaction and carry out:

  • Mystery shopping visits in person to retail or service outlets
  • Telephone mystery shopping to call centres /outlets
  • Online mystery shopping via the internet
     

Grass Roots' mystery shoppers

We have an extensive, nationwide panel of  mystery shoppers, which means that we are able to replicate client customer profiles and demographics including diversity and disability. They can assess availability and knowledge of products, customer service, and the enthusiasm with which it is delivered.

Benefits of mystery shopping

Our proven expertise can bring you:

  • A rapid, relevant and actionable measure of performance 
  • A focus to improve customer service delivery – increasing customer advocacy and loyalty, enhancing performance, and ultimately profit.

We have long-standing relationships with the majority of our clients – many spanning over ten years - because we continue to meet their commercial objectives. Repeatedly our clients tell us that our dedication to the contract is what sets Grass Roots Ireland apart from its competitors. Our most significant point of difference is the innovative way that we implement solutions to resolve the issues that our clients are facing.

Grass Roots is a member of the Mystery Shopping Providers Association (MSPA Europe).

Frequently asked questions about Mystery Shopping 

For more information on our Mystery Shopping programmes,
email Tracy Byrne: Tracy.Byrne@grg.com