Your salesperson says they offer your brand first. We confirm it without warning.
Internal perceptions of service quality and the reality customers actually experience are often very different. The mystery shopper — or undercover customer — is the most effective tool for closing that gap with objective, actionable data.
At AV Business & Communication we offer comprehensive mystery shopper and quality audit services for companies in Argentina, with over 28 years of experience evaluating commercial networks in sectors such as retail, financial services, healthcare, automotive, food service, and telecommunications.
Mystery Shopper: the customer's view, unfiltered
Our trained auditors visit your points of sale, branches, or franchises acting as real customers. They evaluate every aspect of the experience: service times, product knowledge, objection handling, sales closing, premises cleanliness, protocol compliance, and much more…
The result is a detailed report with evidence and metrics that can be compared across branches and time periods, enabling training, incentive, and process decisions based on facts, not assumptions.
Types of audits we perform
- In-person mystery shopper at points of sale and branches
- Phone and online service audits (web, chat, social media)
- Competitive benchmarking: evaluation of competitor locations with undercover auditors
- Distribution and promotional materials audits at points of sale
- Brand standards and protocol compliance control
- Online surveys and post-visit NPS
Online reporting and real-time decision-making
All our audit programs include access to online reporting platforms where you can view results by branch, period, and evaluator. Call recordings, photo evidence, and comparative dashboards are a standard part of our service.
Mystery Shopper
Getting the customer’s perspective, evaluating employee performance and service quality, measuring the success of promotions or training programs.
Quality & Field Assessment
Launch of incentive and product programs. Quality audits.
Distribution of promotional materials. Online reporting tools.
Benchmarking
General audit and evaluation of competitors’ business with undercover auditors. Control of promotional, informational, and general communication materials. Assessing sales behaviors and techniques.
Phone Audits & Online Surveys
Providing consolidated information quickly for decision-making. Delivering call recordings and reports with customized online surveys.
Explore real case studies of programs we have designed for leading brands in Argentina.
Do you want to know what is really happening in your sales network?
Request a proposal: [email protected] or call +54 11 5263-7652