OnLine Evaluations

Digital mystery shopper evaluation reports provide insightful data of the customers journey for all your web-based digital platforms. Conducting digital online customer journey audits is one of the best ways to ensure all of your brand’s online channels functioning at optimal levels. Identify pain points and inefficient processes that are impacting the customer experience.

Regular checkups keep these processes streamlined and ensure quality standards are met. When your website, app, or social media accounts are usable, functional, and accessible, your customer’s will be satisfied and loyal, resulting in higher profits for your brand.

7 Factors that Influence the User Experience

  • Usability: Usability measures how easy and efficient it is for customers to use the capabilities of the brand’s touchpoints to achieve a defined goal effectively, efficiently and satisfactorily.

  • Functional: Functionality is concerned with enabling users to effectively and efficiently use the features and functions provided without frustration and enhance user satisfaction.

  • Findable: How easily customers can locate and identify your brand’s business information they need within a given user experience.

  • Credible: Credibility relates to the trust the customer has in your brand’s product or service offer, keep your promises, protect their private information, and support them when needed.

  • Satisfaction: The more emotionally satisfying the product or service is – the more likely it is that the customer will tell their friends and family about your brand and inspire desire in other users.

  • Accessibility: Providing an experience which can be accessed and experienced by customers across multiple channels. When you design for accessibility, you will often create a customer service journey touchpoint that is better for all users. 

  • Valuable: How useful and beneficial the product or service is, the more one can expect customer loyalty and advocacy. Without notable value, your product or service could result in failure or customer ambivalence.

OnLine Mystery Shopping Evaluations

Some important factors reviewed and considered in online evaluations:

  • Are web links correctly linked and working properly?

  • Does the image layout make it easy for users to understand and explore the available offerings?

  • Is the online checkout process safe, secure, and easy to use?

  • Are there any website formatting issues on mobile view layout and desktop layout? 

  • Is your website is to find and easy to use?

  • Is your information accurate on Google Maps and Apple Maps business profile?