CLIENT
Results of the ” mystery shopper ” through the Meest China service.
TASK
- Evaluate the convenience of working with the service
- Evaluate the implementation of communication standards by support operators
- Identify the features of interaction with customers by call center and chat support operators
- Analyze the passage of all stages of ordering and delivery
- Evaluate the provision of additional services and the quality of delivery
- To characterize the overall impression of using the service
PROJECT
B2C – 10 mystery shoppers
В2В – 3 mystery shoppers
A distinctive feature of B2B clients is specific, business-oriented communication with the CSP: questions about deadlines, taxes, guarantees
The mystery shopper’s task is to go through the process of becoming a new Meest China customer.
RESULT
After the survey, we received impressions of using Meest. Based on this, we developed recommendations on how to improve the funnel and usability.
