Mystery shopping offers an effective way to simulate your prospective parents’ journey experience from initial contact through to the visit and ultimately the buying decision, not only for your own school, but your competitors too.
Why undertake a Mystery Shopping exercise?
If you’re looking to convert more visits to joiners, mystery shopping will give you the information you need.
It’s your sales process after all and this process will improve your conversion rates. In fact, we’ve seen up to 10x return on investment, which is significant when you consider the average lifetime value is over £400,000!
We recommend conducting a mystery shopping exercise both before and after a training exercise, to quantify the service level improvement and expected conversion increase. A rolling programme can be invaluable too, helping staff understand their performance relative to others in the sector.
How it works
Our customer experience mapping platform breaks down the customer journey, identifying any breakdowns in the customer experience and provides recommendations on where the customer journey can be improved.
Scoring and commentary allow you to draw more than just raw data from the interaction. The researchers ensure that you receive any high points and low points too (in fact the researcher isn’t aware of who the client is).
So why choose MTM?
Our team of mystery shoppers have worked around the globe and have researched over 200 schools, using multiple languages and ‘personas’.
We have experience working in UK & Europe (British, French, German & American language), North and South America (Spanish, American and British language), South East Asia (Vietnamese & British language) China – (Chinese, American & British language).
We offer a wealth of mystery shopping experience, specialised in the independent schools sector and we’ve even developed our own Mystery ShoppED tool, giving you instant, easy-to-use online access to your results. Using comparative data, our researchers are trained to look for actionable insights as well as service delivery, so you’ll gain maximum intelligence.