ABOUT US
WHAT SA THINKS IS A FULL SERVICE MYSTERY SHOPPING AGENCY THAT HELP OUR CLIENTS VIEW THEIR BUSINESS THROUGH THE EYES OF THEIR CUSTOMERS
WHAT SA THINKS is fast becoming an information solution provider serving top international brands to small and medium sized businesses nationwide. The company is based in Cape Town and operates throughout South Africa with a local field force in the major metropolitan areas. With access to thousands of mystery shoppers on our database we are able to deploy mystery shoppers in all regions at any time and deliver actionable, accurate, and relevant results to our clients, helping to drive outstanding bottom-line performance.
Our objective is to help businesses achieve a competitive advantage within their marketplace and for this reason we abstain from offering off-the shelf solutions. We instead apply a collaborative approach where we encourage custom made solutions for each client
Coverage
Our team has measured customer experiences in all provinces in South Africa. We train our shoppers on your brand and your assessment program before they are deployed.
Expert Direction
We design personalized customer experience measurement programs for leading brands, as well as companies in the retail, fitness, food and beverage industries to name just a few.
Results
Our team has developed a powerful quality reporting platform, enabling us to tailor scoring, reporting, and dashboard views based on our client's needs.
WHAT WE DO
Plan
We plan and customize every facet of your Mystery Shopping program through the lens of your business to ensure the resulting intelligence is both relevant and actionable to your stakeholders.
Design
We utilize a flexible questionnaire structure that offers a core component dedicated to monitoring and tracking the most significant drivers of the customer experience. Taking this into account, the questionnaire is designed based on core evaluation criteria.
Insight
Unlike receiving raw data that isn’t easy to translate into critical actions and decisions, the data we collect is analyzed and turned into actionable feedback.
Execute
With a network of thousands of mystery shoppers across South Africa, we guarantee shopper coverage and availability wherever and whenever you do business. We will manage shopper selections based upon the ideal demographic of your business.
OUR SERVICES
On-Site
Mystery Shops
It is by discovering “What” your customer’s expectations are, and training your staff to meet those expectations, that you can begin to grow your business.
Telephone Performance
Mystery Shops
To reveal how proficient your telephone service is, our convincing mystery callers will telephone your personnel using a pre-planned dialog scenario and assess the response, manner and quality of service.
Internet Performance
Evaluations
Online customers are just a click away from the competition! Your website is your storefront. It’s your first impression. We’ll help you find out if it’s doing its job.
Competitor
Shops
Are your competitors doing it better? Our shoppers visit your competitorʼs stores to compare levels of service based on the same standards that you use within your organization.
Hybrid
Mystery Shopping
Measure every single touch point of your customer service journey. Our Hybrid Mystery Shopping solutions can help you continuously and accurately understand the entire customer experience, along every customer touch point.
Video
Mystery Shopping
Revealing moments of truth. Capture staff attitudes, behaviour and body language.