Your e-shop can only succeed if you protect its quality by ensuring reliable functionality, correct staging/ deployment, self-explanatory navigation, usability, customer guidance/ communication as well as flawless service during the support and delivery phases. Further, the success of your online brand is influenced by how it is presented in other e-shops.

You have to immediately identify any room for improvement in terms of your e-shop's structural design and how customers use it.

Mystery eShopping in your e-shop

This requires an outsider's perspective. The kind of perspective provided by Mystery eShopping, where users test e-shops under real-life conditions outside of laboratories. Elmar/P/Wach can provide Mystery e-Shopping on a one-time basis, or continuously over a certain period of time.

In addition to general e-shop testing, Elmar/P/Wach also offers a special service function test. It checks your customer service team for competence and friendliness when providing customer sales support. It can even verify the speed and condition of product deliveries (including returns processing).

Elmar/P/Wach's Mystery eShopping provides a full-scale, all-round check-up of your e-shop. In addition to performing and analysing the Mystery e-Shopping, Elmar/P/Wach provides you with concrete recommendations on how to improve customer satisfaction and significantly boost your e-shop's revenues.

We offer three different modes of Mystery eShopping:

  • Expert Mystery eShopping
    Your e-shop is tested for typical weaknesses by a seasoned, in-house team of Elmar/P/Wach experts with a trained eye, extensive experience with e-shopping, and in-depth knowledge of the sites operated by industry competitors
  • Panel Mystery eShopping
    External testers with varying levels of e-shopping experience (from Internet novices to power e-shoppers) check your online ordering process and answer an online modular questionnaire during actual e-shopping as a very realistic consumer group (Elmar/P/Wach maintains a special database of more than 2,000 testers in Germany, Austria, Switzerland, and Denmark that can be selected by age, gender, region and e-shopper typology; Mystery eShopping can also be performed quickly and easily with a group of testers whom you have selected and whose contact information you provide to Elmar/P/Wach)
  • Recorded Mystery eShopping
    Special software records shoppers’ surfing patterns during Mystery eShopping and sends the results to Elmar/P/Wach

Mystery eShopping in the e-shops of your online resellers

Offering your products in other e-shops requires a specific quality monitoring. Our Mystery eShopping is a method for coordinating your online resellers and managing your brand.

By doing Mystery eShopping, we check if your online resellers fulfil your requirements for online quality. This can also be done for quantitative criteria like prices and general terms and conditions. We not only evaluate the quality of the respective e-shops and their product presentations but also the fulfilment processes like delivery and returns. With Mystery eShopping we can also identify non-authorised online resellers as well as “pirate products”. It is also a way of caring and protecting your brand.

You obtain transparency over the e-shops that sell your products and concrete action recommendations to ensure the brand experience. We also support you in conceptualising and executing further actions (e.g., authorisation/certification programme).

This service can look as follows:

  • Conceptualising a requirements profile for online resellers (quantitative and qualitative criteria)
  • Checking the online resellers according to the criteria defined utilising Mystery eShopping (e-shops and processes)
  • Recording our activities and recommending concrete actions (for you and the online resellers)
  • Authorising online resellers who meet the online quality
  • Continuously controlling your online resellers
  • Identifying non-authorised online resellers and “pirate products”
  • Alternatively, we “only purchase” the products you wish

E-shop potential analysis OPT

It is often difficult to clearly recognise the strengths and weaknesses of your own e-shop. A critical external viewpoint can therefore be very helpful.

With our competence and knowledge of the industry, we are happy to show you means and ways of increasing the sales figures of your existing e-commerce system.

The OPT analysis:

  • Define your e-shop’s potential for improvement through thorough OPT analysis, examining the user interface (presentation and menus), catalogue pages (selection and structure) and checkout process (ordering process) using 55 criteria – upon request, Elmar/P/Wach offers two special OPT analysis versions:
  • OPT_B includes a comparison of your e-shop with the competitors of your choice (benchmark analysis)
  • OPT_M includes an analysis of “marketing/ CRM/ support processes” using a total of 80 criteria; this analysis is partly carried out in your company