Experience Management (XM)
Mastery Shopping®
Say goodbye to one-off mystery shopping visits. Tap into the voices of thousands of your own customers and see your business through their eyes!
Say goodbye to one-off mystery shopping visits. Tap into the voices of thousands of your own customers and see your business through their eyes!
Staffino’s Mastery Shopping® is the next evolution of mystery shopping. Created in response to clients’ need for more quantitative insights, it has been refined over years of collaboration with early adopters.
Today, it sets a new standard—designed to either replace traditional mystery shopping or enhance it as a powerful supplement.
The biggest problem with mystery shoppers? They aren’t your customers. They often don’t understand the processes they’re evaluating, their opinions can be biased, and their experience rarely reflects reality.
On top of that, staff can spot them and change their behaviour, skewing the results. Wouldn’t your real customers do a far better job?
| TRADITIONAL MYSTERY SHOPPING | STAFFINO'S MASTERY SHOPPING® | |
|---|---|---|
|
Once in a month or even once every 6 months |
Periodicity
|
Daily, ongoing |
|
1 feedback report per POS monthly or quarterly |
Volume |
Tens of feedback per POS per month, hundreds of feedbacks per POS annually |
|
The data sample size is too small for uncovering variation or trends |
POS level |
Enough data to uncover variations and trends |
|
X |
Seller level |
Visible variation and development |
|
X |
Verbatims |
More than 80% of customer feedback comes with verbatims |
|
Staged, unnatural interaction of the mystery shopper and the seller (both know how to play it) |
Usability |
Real, unbiased customer insights & perception from the customer standpoint |
|
Too expensive for most businesses |
Costs |
You can save up to 40% on the annual cost of mystery shopping |
The Mastery Shopping® method delivers deep insights into customer satisfaction across key sales and service processes. Together, we’ll select the most relevant questions and organise them into several focused question sets, each with its own weighting—far more effective than the “hit or miss” approach of traditional mystery shopping.
The key benefit? Instead of one long survey, questions are grouped into short, engaging sets of up to four. Customers are more likely to respond, giving you a larger, more reliable sample and richer insights.
Basket Size
Customer Satisfaction
Average Purchase Value
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