Beats

CX MYSTERY SHOPPING PROGRAMME TAPS INTO THE POWER OF INSIGHTS

CX Mystery shopping is a technique companies have used for years to gauge customer-facing operational execution of brand promises, and compile information on competitive intelligence. Skilled mystery shoppers are deployed to evaluate customer experience using pre-defined customer personas and questionnaires. The data gathered will be analysed to identify breakdowns within the experience intended and ultimately make recommendations that will positively impact the business.

In April 2023, Nakheel launched its own CX Mystery Shopping program, in line with our focus on customer centricity. Mystery Shopping Programme aims to improve customer experience across Business Units (Commercial, Nakheel Community Management, Assets) through various touchpoints such as the call center, social media, websites, emails and in-person visits.
The mystery shopping team visits Nakheel’s communities and destinations, and rates them out of 100 on the agreed scoring system depending on the importance of the elements under investigation. The individual visit score is reported on a monthly basis. 

CX Mystery shopping assesses three dimensions of service delivery across customer journeys.

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Quarterly reports will be presented to senior management, emphasising areas of improvement and providing recommendations for action.