Service Description

At SOSP Consulting Group, we take the mystery out of your customer experience (CX) by providing unbiased, data-driven insights into your store operations, staff performance, and service quality. Our Mystery Shopping service helps foreign direct investment (FDI) companies and businesses operating in Vietnam gain an objective evaluation of their customer-facing processes. Why Mystery Shopping? Mystery shopping is a proven market research methodology where trained shoppers assess real-world customer interactions—whether in a retail store, service center, or any location involving customer service. By simulating typical customer journeys, we identify gaps in store operations, staff performance, and overall service experience. Our Mystery Shopping Services We tailor our mystery shopping projects to meet your business objectives, whether you need qualitative insights, quantitative data, or a combination of both. Pre-Recruiting & Training for Mystery Shopping Depending on your research objectives, we can either pre-train mystery shoppers on evaluation criteria for detailed and structured assessments or deploy untrained shoppers for a more organic experience. In both cases, we recruit real-life customers who reflect your actual target audience. Deliverables: Actionable Insights for Continuous Improvement At the end of each project, SOSP Consulting Group provides a comprehensive report featuring: ✔ Executive Summary – Key findings and strategic recommendations. ✔ Case Study Summaries – Detailed insights from individual mystery shopping visits. ✔ Scoring Metrics – Performance breakdown by key evaluation criteria. ✔ Visual & Narrative Feedback – Mystery shopper experiences, including photos or recordings (if applicable). Why Partner with SOSP Consulting Group? Many FDI companies operating in Vietnam lack direct visibility into their local operations and need a trusted, independent partner to evaluate real customer interactions. SOSP Consulting Group provides the external, non-biased perspective you need to optimize customer service, sales processes, and brand consistency across all locations. Our mystery shopping programs allow you to be present as a customer, without being there. Contact us today for a customized proposal and take the first step toward improving your customer experience.