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)

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.