Mystery Shopping
CØNNEKT designs specialised Mystery Shopping programmes for companies and organisations across Cyprus and Greece. We capture the real customer experience across physical and digital touchpoints, turning observations into clear and actionable recommendations for improvement.
Turning customer experience into measurable evidence
A trained mystery shopper follows a predefined scenario as a real customer and evaluates each stage of the journey consistently—from the first interaction and sale to after-sales service. Assessments can take place in-store, by telephone, by email or across digital channels.
What we can evaluate
- Service quality, response times and consistency of experience.
- Staff behaviour, professionalism and product or service knowledge.
- Application of the sales process and handling of questions or complaints.
- Product presentation, signage, cleanliness and the appearance of the premises.
- Compliance with corporate standards, messaging and brand identity.
- Telephone, email and online customer service.
- The complete customer journey and the moments that influence trust or purchase decisions.
Who Mystery Shopping is for
Our programmes are tailored for retail networks, chain stores, hotels and hospitality businesses, restaurants, service organisations, contact centres, dealerships and companies with multiple customer touchpoints.
From observation to improvement
We work with you to define evaluation criteria, create realistic scenarios, train mystery shoppers and present findings in a clear report with priorities and recommended actions. Where appropriate, we connect the findings with the organisation’s communication strategy and service standards.
Contact us to design a Mystery Shopping programme tailored to your objectives and customer touchpoints.
