Sales support, quality control as well as further education constantly support personnel who are in contact with customers. RADIX & partners conceives this in strategically and operatively applied Mystery Services.

RADIX & partners has developed the “Four Factors Principle” for to-the-point and effective Mystery Services. In doing so, the most relevant PoS factors (personnel, the PoS itself, marketing activities, procedures) are integratively but also modularly tested, further developed and monitored. Finally in the process of the concealed purchases/checks, only representative target groups are simulated to avoid the disruptive exit-polls of real customers. To credibly implement this, the Mystery Personnel must be able to put themselves [mentally] into the target groups and then also mimic this in the buying situation with this understanding of the demands. Naturally the internal quality standards of the client company must be implemented in the process.

Had one talked about the unfair control of the employees in the 80s, they would have this image of “Mysteries”, even though the use of real monitoring methods changed - such as the usage of webcams for the centralized monitoring of the employees and the general public. In comparison to the previously discussed, there exists a second Mystery Services option. With these methods one can not only motivate the individual staff to new high performance levels (particularly if one endorses the implementation of a reward system for the employees evaluated), but also experience the market environment fundamentals when visiting the shops of market segment competitors.

The derivable steps of a Mystery Campaign are spread over a wide area. With such information, the door is wide open for personnel identification, training level comparison, location evaluation, efficiency/effectiveness evaluation, sales argumentation analysis and much more.

It fits therefore into the mystery process of the Knowledge Development chapter, seamlessly transitioning into the complete RADIX & partners P-C-M process. That flows into the deriving of this measurement in further planning (Marketing, HR), in the creation (Training, Coaching, Marketing) and finally the cycle of recurring measurement in a second evaluation wave of the results assessment. RADIX & partners recognizes this by the continuous quality and efficiency improvements (Performance Development) at the PoS.