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Mystery eShopping
What is Mystery eShopping?
Mystery Shopping is a well-tried methodology for measuring the shopping experience from the customer’s perspective. By testing the web shop through the whole shopping process is an analysis with improvement points acquired.
The e-tailing group is an American company founded in 1993 by Lauren Freedman. With 15 years of experience in department/speciality merchandising she had a solid understanding of the behavior and needs of a customer in the shopping process. This she transferred to e-commerce and developed a methodology for performing mystery shopping analyses and reports specifically for e-retailers. Now the group has helped many of the biggest companies of the world to improve their e-commerce.
Using the methodology of the e-tailing group and their own experiences from e-commerce Nordic e-commerce offer:
- an analysis of your solution to find and prioritize the improvement areas applying to your e-business
- an annual report where Swedish e-commerce sites are compared to American sites in every area within the Mystery Shopper methodology.
How Is a Mystery Shopper Analysis Performed?
Every page of a web-shop site is investigated in a structured and methodical way. Then the pages and their functions are analyzed and compared to more than 370 various parameters that the e-tailing group has developed since the start in 1993. These analyses give a picture of how well a company’s solution is compared to its competitors and to e-commerce in general.
The report also analyzes the different tactics that Scandinavian e-retailers use in order to:
- show products
- implement campaigns
- take care of the customers (by the customer service)
- guide the customer after a search
- facilitate the paying process
- have a well-functioning return policy
The report
The report can be ordered in two different varieties:
The General Report – Nordic Mystery eShopper
The general report will give you compiled data from 90 Nordic e-retailers and 100 American e-retailers on about 370 tested and graded metrics. You will also have an analysis of what these values mean divided into various areas like:
- Marketing and sales
- Navigation and search functions
- How to make customers complete their buy
- Building a relation with the customers
- Customer service
- Delivery, return policy, and feedback
- The interest for customers and products
- Availability and communication
The Unique Report
Would you like to be Mystery eShopped? An analysis of your solution plus a unique report. Nordic e-commerce offer an analysis of your company’s e-commerce together with a comparison between your business and other Nordic and American e-retailers.