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Mystery customer research
TNS Research International is a market leader in developing and implementing bespoke mystery shopping programmes across every sector of the market - automotive, retail, financial services and hospitality & leisure.
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Measuring the emotion your customers feel
At TNS Research International (TNS RI) we’re aware that great service is undoubtedly something that can make our clients stand out from the crowd in what is, after all, a challenging and competitive environment. We’re also aware that it’s no secret that the key to great service is enthusiastic, committed and well trained people. And it should come as no surprise that those businesses that deliver great service have ‘happy’ customers who spend more, stay with them and recommend them to others.
But how can you ensure your people are always delivering great customer service and doing it genuinely?
There's such a difference between someone who just 'ticks the boxes' and someone who really means it when they smile and look you in the eye.
That's why we have integrated emotion into our Mystery Shopping programmes, so you can tell if your staff are genuinely passionate and committed about what they do. TNS RI identifies customer expectations and evaluates the reality of the service experience, helping your people to be the very best they can be.
Do you want to know what the shopping experience is like in your stores? TNS RI will tell you.
Continuous, ad-hoc, and multi-channel
We offer both continuous evaluation and ad hoc solutions using techniques reflecting the complexity and diversity of today’s service environment. Our services incorporate the assessment of every available customer channel; face-to-face, telephone calls and internet enquiries and our leading edge technology enables us to deliver a fully interactive reporting suite, developed specifically to meet the requirements of individual clients.
Adding value
The nature of the customer relationship is continually evolving. We add value to your programme by linking it to other aspects of customer research, such as commitment and retention using our world-class stakeholder management system, and can provide you with additional insight into the relationship you have with your customers. This ensures that your mystery shopping programme is always measuring those things that have the greatest impact upon your customers.
Actionable, interactive reporting
All too often mystery shopping results are poorly communicated to the front line teams. At TNS RI we work closely with our clients to ensure everyone in the business buys into the programme without either prejudice or suspicion. We’re aware, for example, that not every store will have internet access and that management will never have sufficient time to interrogate reams of data in order to understand programme outcomes
This is why all of our reporting is both accessible and actionable. It includes:
- multi-channel delivery capability
- a bespoke Web portal, fully branded to your specific requirements
- an interactive dashboard that is instantly updated and provides a complete top-line overview
- online, interactive reporting with full drill down capability
We’d be delighted to discuss our approach with you in more detail and help you to get the most out of your mystery shopping programme.
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Client enquiries
- Clive Nicolaou
- TNS Research International
- 6 More London Place
- London
- SE1 2QY
- +44 20 7656 5353
Want to become a Mystery Shopper?
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Click here 
If you have a passion for great service and you’d like to join our team, please click above to find how you can become a TNS RI Mystery Shopper.