In its recent “Running Shoe Terminology” study, Insightful Alliance collected data using telephone mystery shopping — a variation on traditional mystery shopping.
In traditional mystery shopping the researcher poses as a customer and visits a retail establishment in order to experience shopping there first-hand. He usually examines a particular aspect of the shopping experience. For example, he might pay particular attention to the physical layout of the store, or the experience of finding and purchasing a particular product, or the quality of customer support.
Telephone mystery shopping is similar to traditional mystery shopping. However, rather than visiting the store in-person, the researcher interacts with the establishment by phone. This method is useful for studying the quality of the telephone experience, the accuracy of information provided, or evident product or brand biases. In this particular study we called running shoe retailers around the country and posed as customers in order to examine the terminology that they used to describe the segmentation of the running shoe market.
For more information about how our Telephone Mystery Shopping Methodology can be used to generate customer insights for your product, contact Michael Mercier at Michael.Mercier@InsightfulAlliance.com.