Mystery shopping

In today’s competitive market, Mystery Shopping is a valuable management tool providing businesses a clear and unbiased outlook of the interaction between their employees and walk in customers.  This practice is gaining widespread popularity and through 2009, Freelance Kitchen has been engaged to carry out Mystery Shopping assessments on three international franchises operating in Malta.

When a Mystery Shopper is engaged to evaluate an outlet, the Mystery Shopper’s report will allow the organisation to understand how their customers are treated in their outlets, being restaurants, shops, offices or hotels. Apart from identifying the 'gap' between then company standards and the actual customer experience, the Mystery shopper may also assess the speed and quality of service, cleanliness, customer satisfaction and perception, up-selling and sales/closing techniques.

Freelance Kitchen will match a team of selected Mystery Shoppers with the type of customer that you serve and supply them with a detailed briefing document and questionnaire to ensure that all relevant issues are addressed during the visit.