Customer Experience and Mystery Shopping

Parents and Students Satisfaction Surveys

The private education sector is becoming more and more competitive every day. Satisfaction studies are essential for recognizing issues at an early stage, starting when parents or students feel uncomfortable. By regularly measuring parents’ and students’ satisfaction levels, XSIGHTS is able to offer valuable insights. We have been conducting satisfaction surveys for Feyziye Mektepleri Vakfı in Turkey since 2012, contributing towards improving the quality of education for their students.

Mystery Visits for Private Schools

XSIGHTS conducts mystery visits to private schools to assess the quality of first contact, campus tours and the registration process. We have conducted these visits for İstanbul Erkek Lisesi Vakfı since 2014, which helped with their expansion in Turkey.

TÜPRAŞ Customer Experience Project

TÜPRAŞ, one of Turkey’s leading and most influential corporations, aimed to enhance its understanding of, and improve, the customer experience. Its ultimate goal was to increase customer loyalty and maximize company performance. TÜPRAŞ also wanted to understand the customer experience prior to expanding digitalization projects in the company. To achieve this, TÜPRAŞ hired XSIGHTS to carry out a study that included a comprehensive examination of customer touchpoints using a holistic approach, uncovering the effects of recurring customer feedback and providing a bird’s-eye view of the entire customer journey. The insights gained from this study led to fundamental changes in TÜPRAŞ’s customer experience.

İstanbulkart Mobile Application User Experience (UX) Research

UX Research was conducted to determine the user experience and improvement points of the new mobile application, with experienced UX moderators. Findings of this survey were used to render a more user-friendly application.

Mystery Shopper Visits for the Restaurant Chains

XSIGHTS organizes systematic mystery shopper visits for large scale restaurant chains. These visits aim to assess the performance of each establishment. Every three months, scheduled meetings are held with brand managers to discuss the results, track changes and improvements and determine action points. This process enables the development of habits among employees to behave in accordance with company standards and expectations, leading to increased customer satisfaction and consequently higher sales. The findings from the visits help in providing a roadmap for improvement and ensuring consistency in service quality across the chain.

Mystery Shopper Visits for the Call Center

XSIGHTS conducts regular mystery calls for the call center of a leading restaurant chain. These calls assess various aspects such as response time, service speed and the employees’ knowledge of the products they sell. The company utilizes the measurement results in two ways: first, they identify areas for improvement in customer service and sales; and second, they use these calls to reward employees who perform well in their roles. This approach helps the company enhance its customer service and sales, while creating a positive and motivating environment for its high-performing staff.

Mystery Shopper Visits for Glassware

XSIGHTS regularly conducts mystery shopper visits for a leading kitchenware company. XSIGHTS evaluates each store from a customer’s perspective in terms of both physical attributes and service quality criteria. XSIGHTS also regularly monitors customer satisfaction and the likelihood of recommendation. The results obtained from these visits help the kitchenware company identify operational gaps, support training initiatives and bridge the information gap between marketing and sales. By carrying out these mystery shopping visits, XSIGHTS assists the company in improving its operations and enhancing the overall customer experience.

Exit Surveys

XSIGHTS conducts monthly store exit surveys for a leading ready-made clothing brand. Through these surveys, XSIGHTS helps the clothing manufacturer to identify its customer profile, including those who visit but do not buy, determine the general likes and dislikes of the customers who leave the stores without purchasing and assess the brand experience (design of the stores, the attractiveness of the showcases, service quality, the orientation of the combinations, etc.).

SEAT Dealers Mystery Shopper Experiences

SEAT Otomotiv, a Spanish car manufacturer, hired XSIGHTS to carry out a three-stage study to observe the overall sales performance of its 29 dealerships across Turkey. Sales performance includes sales representative engagement and the implementation of necessary hygiene protocols at dealerships during the pandemic period. Unlike other Mystery Shopper Surveys, in this study, the Mystery Shoppers revealed their identities after the assessment and conducted evaluation meetings with the sales professionals. The results obtained from the study were utilized to increase SEAT’s sales.

Tofaş Style Research

In 2021, Tofaş’ hired XSIGHTS to carry out a study to assess customer preferences for vehicle interior design. Results were used to identify a set of standout options that Tofaş would offer. In the study, style alternatives were presented to customers and factors such as preference, appeal and reasons for liking or disliking a particular design were examined. This research included 300 participants residing in Istanbul who had purchased the relevant model vehicles within the past two years. The insights and data obtained from the study were used to inform vehicle interior options for the new vehicle model.

Türkiye Automotive Industry Research

In 2019, XSIGHTS was hired by the Turkish Ministry of Industry and Technology, General Directorate of Productivity, to carry out research aimed at enhancing the branding capability and global competitiveness of Turkey’s automotive sector. In addition to efficiency assessments conducted in the automotive supply industry, the research aimed to identify the current status and areas for improvement in the automotive supply industry. XSIGHTS carried out the fieldwork using Computer-Assisted Telephone Interviews (CATI) with companies whose contact information was provided by the General Directorate of Productivity. The findings of the research were utilized in the development of strategies for designing incentives for the automotive sector.