Mystery Shopping & Customer Experience

We can help you improve and differentiate by providing a better understanding of issues such as: 

  • Does location appearance, merchandising and promotions visibility meet standards
  • Are customers genuinely welcomed
  • How effectively are customer needs assessed
  • Is there a good attempt made to upsell, cross-sell and close the sale
  • Do frontline staff explain why your product is better than competitors

Understand what customers are experiencing when  they come into contact with your business.

Our mystery shopping and customer experience programmes assess whether service and sales staff are delivering on your brand promise. Real customer experiences are measured across every channel: face to face, phone, website, email or social media. 

Clients love our reports because we measure both behavioural and operational drivers of the customer experience. So, you can see whether staff are following the correct process when dealing with customers, and how well that process is being executed.

Scores are applied allowing you to objectively measure and benchmark performance internally or with competitors. Detailed mystery shopper narratives explain how the customer felt about their experience, and how you can improve.

We highly recommend PAN to any company seeking a partner that provides outstanding service, expertise and a detailed evaluation of customer experiences. A great company! 

MC, Head of Change & Improvement
Hickeys Pharmacies

PAN’s service and reporting significantly surpasses other mystery shopping providers we have worked with. 

MG, Training Head
Elverys Intersport 

I strongly recommend PAN's mystery shopping to other businesses who aim for high levels of customer experience. Over several years PAN's team has successfully managed various mystery shopping programmes for Volkswagen Bank that deliver a comprehensive understanding of customer experiences and staff performance levels.

JK, Marketing & CRM
VW Bank

Let's Discuss Your Needs

Whatever your query, contact us and we'll get back to you promptly

Pan Research
D3 Nutgrove Office Park, Dublin D14 P271.