How to use Mystery Shopping to enhance the customer and employee journey?

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Extens Consulting, specialized in Customer Experience, is proud to launch its innovative offer around mystery shopping and customer journeys. Désirée Pels, Senior Consultant and expert in retail, tells us more about it.

Why introducing Mystery Shopping as a new offer?

Mystery Shopping will be an additional asset in our portfolio of expertise. With our knowhow in mapping of customer journeys, combining mystery shopping serving as the voice of customer, will create added value to our offerings. It will give companies a better insight in what is happening during the customer journey in real time, allowing to install corrective actions rapidly. Enhancing the customer experience will drive customer loyalty and subsequently have a positive impact on sales. Moreover, it permits to benchmark from competitors.

Extens Consulting has access to a global network of certified mystery shopping companies and an extensive network of trainers and coaches, expert in customer relationship, psychology and behavior, and sociology.


In what consists Mystery Shopping?


A Mystery Shopper is a person acting as a ‘normal customer’ who collects information on the store’s display, products and prices, and quality of their sales staff. A Mystery Shopper will ask specific questions, might express a complaint, buy a product or behave in a certain way and then provide a detailed report about their experiences. While mystery shopping is mainly employed in brick and mortar stores, typically it is also utilized to monitor and review internet sites, mystery emailing and phoning, allowing to evaluate all channels of interaction of the customer with the brand.


What differentiates you in a market with so many players offering similar services?


Extens Consulting has a unique concept, the CE2S score*, evaluating the easiness of the customer and employee in all stages of the customer employee journey. Assessing the easiness in 6 dimensions, understanding, navigation, interpersonal, physical, time and financial provides the client with a deep understanding the effort a customer needs to perform during all stages of the customers journey and by linking this directly to their collaborators perception. It gives you a complete new view of success or identification and conception of points to improve within your staff.

Did the employee understand the customer’s request? Was it easy for the customer to find the information on the internet, mobile phone or in the store (navigation)?

We categorize all answers given by the customers and employees in these 6 dimensions of ease, giving a clear view of the customer and employee journey and its stakes.  At what point of the journey we can find best practices or pain points from both the customers and employees perspective. Following our diagnostic, we will work close with your collaborators to enhance the customer and employee journey. We can for example work on personas, identify lack of knowledge in products or serving skills, wording skills, posture, or effectiveness in handling certain tasks.

Additionally, we can implement a CE2S satisfaction survey. For example, a technician visiting a customer at his house. From the customers view: were you satisfied by the intervention? Was the technician friendly and helpful, did he have the correct knowledge to solve the problem quickly and effectively? Conversely, we would ask the technician, was it easy to approach the customer, was he welcoming, did he emit confidence…?

Addressing both the customer and employee’s perspective of ease or effort during the customers journey will improve employees’ retention and engagement to the company and the feeling of belonging to its brand, likewise it will increase customer loyalty and boost your sales.


Take care of your employees and they will take care of your customers!


We would be pleased to present you our service offers, contact us as of today!

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*CE2S : The Customer Employee Easy Score targets excellence in service by measuring the easiness and ability of customers and employees during customer journeys. It provides an opportunity to measure the level of “Ease” for both the customer and the employees by means of a single indicator.

Want to know more about it? Read our White Paper “Forget Effort, choose Ease”!