Mystery Shopping Audits is a method used by companies and organizations who wish to measure the quality of sales and service, job performance, regulatory compliance, or to gather specific information about a market, themselves, or competitors, including products, prices, times, and services. Mystery Shoppers typically mirror common consumer behavior to test the commercial efficiency and consistency of the audited sales processes and performance of a specific brand, industry or individual.

Mystery Shopping can be used by all types of organizations, but can be even more effective when:
  • Retailers want to evaluate (in the eyes of their client type) their own sales efficiency or how well the sales processes comply with their policies
  • Franchisors want to ensure the franchisees are upholding their brand values and complying with defined commercial / legal standards
  • A business (producer or distributer) wants to know about their competitor’s performance (price, discounts, production and delivery times, product quality, product technical specifications, claims management, etc)
  • A distinctive seller wants to evaluate their client’s (or prospective client’s) sales processes and ethics
  • An HR manager wishes to evaluate or rate specific sale(s) professional(s) (in their own company or any other company)
All industries would benefit from this kind of services, but they are more frequent in:
  • Insurance companies and brokers
  • Banks and financial companies
  • Retail chains (fast food; clothing, etc)
  • Supermarkets
  • Car dealers (car sales and parts) and car rentals
  • Real estate developers or brokers
  • Health care providers
  • Hotels

Are You Ready To Maximize Your Customer’s Xperience?

 
CX Mystery Shoppers is compliant with the Trade Organization for Mystery Shopping Providers (MSPA)’s Professional Standards and Ethical Conduct:  
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About Us

The brand CX Mystery Shoppers is a trademark of the company DWBH Unipessoal, Limitada, which was incorporated in Portugal in 2007, by Jorge Osório, still the company’s CEO. Under the brand Don’t Worry Business Happy, this company has been providing Consultancy, Training and Coaching services, in many countries such as Ghana, Equatorial Guinea, Togo, Ethiopia, Morocco, Liberia, Cape Verde, Kenya, Dubai, as well as in many European countries.

Since January 2018, Jorge as focused its activity on Ghana, working exclusively for Devtraco Group (one of the largest real estate groups in Ghana) as it’s Group Sales and Marketing Director. Since January 2021 there is no longer exclusivity, so DWBH has opened its services to other companies, in Ghana and beyond. The inexistence of professional and consistent Mystery Shopping services, as experienced during the Devtraco years, led us to create this service. The awareness and fast growth of these kind of services, have motivated us to create an independent new business unit with a new brand: CX Mystery Shoppers, where CX stands for Customer “X”perience

Jorge is also a frequent editorial writer in Ghana’s main newspapers, such as Daily Graphic, Business & Financial Times, Graphic Business, Business24, and others.

Why CX?

CX Mystery Shoppers provides Mystery Shopping Audits, as well as other marketing tools, to distinctive companies,to measure the quality of service of their own sales departments and that of their competitors.

Our trained, non-identified, shoppers will buy any agreed product or service (in person or online) and ptovide a confidential report on the full purchase experience, through simple reports and interactive dashboards, as well as providing all evidences of the process, namely correspondence, video, audio, and/or photos.

With this method of quality control, you will know in detail, in the eyes of your own clients, the exact commercial performance of the audited company(ies), throughout all contracted stages of the sales lifecycle. We will report both good customer service practices (which can be rewarded) as well as the not-so-good (which become targeted for improvement).

By understanding the real customer experience, top managers can improve the processes and the teams, fast and exactly where is needed.
CX Mystery Shoppers provides Mystery Shopping Audits, as well as other marketing tools, to distinctive companies, to measure the quality of service of their own sales departments and that of their competitors.

Our trained, non-identified, shoppers will buy any agreed product or service (in person or online) and provide a confidential report on the full purchase experience, through simple reports and interactive dashboards, as well as providing all evidence of the process, namely correspondence, video, audio, and/or photos.

With this method of quality control, you will know in detail, in the eyes of your own clients, the exact commercial performance of the audited company(ies), throughout all contracted stages of the sales lifecycle.

We will report both good customer service practices (which can be rewarded) as well as the not-so-good (which become targeted for improvement). By understanding the real customer experience, top managers can improve the processes and the teams, fast and exactly where is needed.

Services

PHYSICAL SHOPS
MYSTERY SHOPPING

Available for Greater Accra, Ghana
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ONLINE
MYSTERY SHOPPING

Available worldwide, in all languages
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360° CUSTOMIZED
SERVICES

How can we help you develop Your Customer Experience?
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MARKET SURVEY

Identify buyers and market prices of specific items
Request a quote

B2B WHOLESALE BUSINESSESS
MYSTERY SHOPPING

Available Worldwide
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CUSTOMER EXPERIENCE TRAINING

Online / Physical, customised for your company
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DESIGN OR UPGRADE YOUR CUSTOMER EXPERIENCE AND YOUR BUSINESS DEVELOPMENT STRATEGY

Available worldwide
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Become a Shopper

 
CX Mystery Shoppers is rapidly expanding its business, through repeat clients, as well as new clients, in several industries.

You are invited to join our Shopper’s database, FOR FREE, simply by answering the questions to create your profile (location, gender, age group, degree of education, income level, consumer habits, etc).
 

Sign Up

 
When we need new Shoppers, we will use our database to filter those Shoppers who meet our client’s profile, that is, those registered Shoppers, who are positively able to pass for being a real client of our client.
    • If our Client sells lady’s products, we will only choose women as Shoppers.
    • If our Client sells products for elderly persons, we need to choose persons (men or women) within the right age group.
    • If our client has a shop in a remote location, we need to choose Shoppers who live nearby or who have a car.
    • If our Client sells high-end cars, we need Shoppers who have a driving license and who have appearance related to that brand of cars.
    • Professional Standards and Ethical Conduct, guidelines
    • Proper training, tailored for each job.
    • Payment (we do not hire shoppers for free, all CX Shoppers are paid for their services, as long as these are done according to the brief and the contract).

Packages

Through our simple dashboards, you can filter results, compare items and understand the evolution of the performance over time, by item, shop, person, KPI, date, etc. (Insert link to demo )

In our database, we have all kinds of Shoppers to match your location and customer profile (B2C or B2B; gender, age, degree of education, income level, etc).

Don’t just trust your own sales team or the word of your own clients to understand the real performance of your commercial department.

Do remember that is far cheaper to retain existing clients, by providing consistent, pleasant, and fast customer experiences, than to attract new clients.

With our services, our Clients will assess the:

  • Overall or the specific commercial efficiency of targeted companies, teams, persons, or items
  • Evolution during time of certain key performance indicators
  • Existence of pre-determined red flags
  • Sales process compliance (how is the audited company complying with legal / certification / sales policies requirements?)
  • Security (is Client’s staff being honest about using the till, giving receipts, not pocketing cash, etc?)
  • Competitors (Clients can benchmark competitors by service, by price, quality, delivery time, discounts, etc
  • Training needs (Identifying weaknesses in the service chain which may indicate a training need).

Contact

Location:
DWBH Unipessoal, Lda.

Ghana: Roots Apartments, Suite 501 - Osu - Accra
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Portugal: Rua Ofélia Cruz Costa, 741 R/C Tras.
-4455 -139 Porto