Nash Management Consultancy Ltd.
All of our mystery shoppers are appropriately trained in the following areas:
Clients products / services
Rules of engagement (mystery shopping techniques)
Use of body language
Following a given scenario
Report completion
MYSTERY SHOPPING
Every day billions of people interact with each other through the purchase of a product or service!
Each interaction has a considerable impact on an organisation, and the quality of these interactions are more crucial than ever as a good customer experience is high on everyone’s agenda.
There seems to be more pressure than ever to continually manage and improve business practice and staff behaviours to meet customer expectation; but what if you could view your business and staff engagement through your customer’s eyes?
We have a solution that will excite, inspire and deliver results...
Our mystery shopping solutions have been developed over many years experience and today we offer a class leading solution for each of the main areas of customer contact, be that on the telephone, a physical visit to your business, an on-line enquiry or social media post, or via email.

Our class leading reporting platform brings the shopper’s experience alive with telephone recordings, video footage of visits, detailed reports and supporting documentation. All available to review and even download for larger group review.
By using our mystery shopping service you will be able to better understand how your customers’ experience your business and what service they receive across a broad range of contact methods and use that information in staff training or business improvement.
OUR OFFERINGS
Telephone Measure your staff’s ability to communicate effectively over the phone.

Telephone enquiry mystery shopping is carried out either from our head office or can be carried out remotely if regional accents and pronunciation are required. We carry these out using our own scripted and call making platform.
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activity lead-time: 48hrs
results avilable 5 working days
prices from: £14 - £22 per call
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How do we do it?
1. All mystery shoppers are briefed and trained in advance to enact a realistic scenario
2. Calls are made and recorded using our own call making platform
3. Once quality checks have been completed and scored, the audios are uploaded to our reporting platform ready for review within five working days.
Physical We use state of the art video equipment to capture your customers’ journey from start to finish. We then report our findings back to you in the form of a complete video with annotations combined with a comprehensive report which is displayed on our reporting platform.

Within our 30,000+ mystery shoppers, 300 of which are already trained in conducting physical visits. This enables us to select a broad range of specific demographic according to your requirements.
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activity lead-time: 5 working days
results avilable 5 working days
£65 - £200 per visit
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How do we do it?
During shop
Real names are used where required
Shoppers are rotated to ensure the same person will not visit a retailer more than once in any given year
Realistic and local customer addresses are used and never re-used
After shop
The shopper will score the experience in-line with the agreed criteria and can also record a “Selfie” video, or audio where they will relay more subjective feelings about their experience
Following collection of retailer evidence, the footage is checked for behavioural and technical quality and the score sheet is checked for completion
Once quality control procedures are completed, all footage and score-sheets are uploaded to our reporting platform ready for client review within five working days of the initial event taking place.
Unedited video of the experience can be provided together with a highlights version for speedy review and training.
Vehicle - Technical We’ve been conducting and developing this technical mystery shopping service and are proud to execute a proven solution to enhance workshop efficiency and to ensure customer’s safety for Vehicle Manufacturers and Dealer Groups for over 15 years.

Technical mystery shopping not only measures the customer service provided, but goes a step further in measuring actual technical capability of service staff repairing customer’s vehicles. Customer safety is a key concern for any retail business. Our technical mystery shopping service provides our clients with a valuable tool in maintaining service quality levels.
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activity lead-time: 10days depending on requirements
results avilable 5 working days
£150 - £800 per visit
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How do we do it?
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Engineer induced faults into the vehicle
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The vehicle then undergoes a benchmarking process
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Initial customer handling, booking and handover process is all recorded using hidden cameras
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A full report is produced comparing the before and after condition of the vehicle and the overall customer quality experienced by the mystery shopper
Email & Online Customers are increasingly communicating with businesses using email or on-line enquiries via a website. When we mystery shop these channels we can measure the quality of the response and the time taken to respond.

You can either specify the type of enquiry, or leave it to us to create examples to use. We can even adapt the writing style according to your needs, or typical customer type.

Once completed, the whole conversation is uploaded to the reporting platform for you to review, together with the shoppers report. This type of mystery shopping provides you with a powerful insight into how well your businesses is reacting to these types of inquiries and consider if you are consistently making the most of opportunities.
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activity lead-time: 48hrs
results avilable 5 working days
prices from: £9 - £20 per enquiry
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How do we do it?
Each enquiry will be sent either directly to a contact within your business or through the website contact protocol. Any dealer re-contact is captured, scored and ready to view within five working days. Our approach is to measure and evaluate Quality & Reaction time.
Social Media Our Social Media mystery shopping service is growing in popularity as more and more customers interact via social media sites as well as use them as part of their research prior to even making contact.

Our social media mystery shopping can provide you with useful information regarding how customers view your business through mystery shopping, as well as how you react to posts and comments, both increasingly important channels for customer engagement.
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activity lead-time: 48hrs
results avilable 5 working days
prices from: £20 - £55 per location
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How do we do it?
Our approach is to measure and evaluate three crucial areas – Presence, Quality & Reaction/ Content. We can measure the following platforms:
YouTube|Facebook|Twitter|LinkedIn|Google+