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Mystery shopping

DEKRA catalogue of services Dekra

Mystery shopping determines to what extent is the employees’ behaviour compatible with the determined standards. The process is performed by “secret customers” who are trained to act as ordinary buyers, abiding by the defined instructions and criteria.  DEKRA mystery shopping projects are well known in automobile industry (check-ups) and companies that deal only with commerce.

Main characteristics of mystery shopping:

  • 250 consultants
  • 20 years of experience
  • 12000 mystery shopping projects
  • presence worldwide

Mystery shopping is globally known service of DEKRA Corporation; in project preparation, analysis of business processes of various industries where mystery shopping takes place, creating the scenario for secret customers and making the tools for reports, approximately 250 consultants are involved on an pan European level, with more then 20 years of experience.

DEKRA leads approx. 12 000 mystery-shopping processes in commerce and services in more than 20 countries at global level (North America, South America, Europe, Middle East, Australia, Africa). DEKRA Croatia offers all relevant tools, know-how and infrastructure for mystery shopping projects realization.

Mystery-shopping process:

  • The customer defines the goals of each service 
  • The goals are transferred into service standards and business processes 
  • The service standards and business processes are the base for drafting a “purchasing” scenario for secret customers.
  • Secret customers are chosen from the DEKRA database, they are educated about mystery shopping process and are introduced with the scenario they will keep to during “purchasing”.
  • Secret customers go to field, perform the scenario and collect information.
  • Collected data are analyzed and elaborated.
  • Obtained information are presented in form of a report and provided to the customer.

Benefits from DEKRA mystery-shopping:

  • Possibility of using predefined questionnaires and scenario.
  • Checked methods of defining, implementing and analyzing mystery-shopping process.
  • Tools, know-how and infrastructure of one of the world known leader of mystery-shopping.
  • Detailed reports of structured results.
  • Establishment of quality control mechanism of customer’s work force.