Subscription Mystery Shopping is a targeted service designed to optimize your subscription business by delivering a thorough evaluation of your entire subscriber journey. We conduct an extensive analysis, mapping out challenges, scoring your subscription processes on key parameters, and providing a detailed assessment of your strengths and weaknesses.
The result is not only an overall performance score but also concrete benchmarks that compare your business to leading subscription companies in the market.
This service offers valuable, actionable recommendations to enhance customer experience, increase loyalty, and maximize lifetime value of your subscribers. By implementing the development paths we propose, you can ensure stronger customer engagement in your subscription business.
Key Activities & Deliverables
Documentation of Mystery Shopping
Together, we identify the product or products you want to have evaluated through a mystery shopping. Acting as anonymous customers, we document the entire subscription experience from start to finish. You will receive a detailed report that outlines customer communication, the experiences we encountered along the way, as well as the insights and challenges we identified.
Analysis and scoring of the subscription journey
Based on our mystery shopping, we perform an in-depth analysis and scoring of each stage of the subscription journey. Using a proven scoring model, we evaluate key parameters such as the application of behavioral principles, subscription models, personalization, content presentation, timing, and channel mix. The result provides a clear picture of where your subscription model excels and where there is potential for improvement.
Benchmarking and cases for inspiration
To help you enhance your subscription experience, we select 2-3 benchmark cases from market-leading companies that represent best practices in specific areas of the subscriber journey. These cases offer concrete examples and inspiration on how to elevate your subscription model and deliver an even better customer experience.
Recommended development tracks
Based on our mystery shopping findings, we provide a series of tailored recommendations focused on optimizing your subscription journey and delivering tangible business results. These recommendations target specific areas where improvements will have the greatest impact on customer experience, retention, and revenue generation.
Reporting and workshop
We present the results in a half-day workshop, planned and facilitated by Subscrybe. During the session, we review the entire mystery shopping process, including scoring and references to benchmark cases. Together, we evaluate the proposed development tracks and discuss where you can achieve the greatest business value. The workshop provides you with a clear action plan to implement improvements that will strengthen your subscription business.
Results & Customer Value
Our Subscription Mystery Shopping service is designed to identify the most critical touchpoints in your subscriber journey where improvements will have the greatest impact on both your subscribers and your business. With these insights, you can focus your resources where they create the most value. The entire analysis is compiled into a final report that serves as a strategic tool to prioritize future CX efforts and maximize business potential.
Relevant articles and insights
Relevant Cases & Podcast Episodes
Note: Our podcast, Subscription Talks, is in Danish.
Explore our other services
Let's talk about your challenges
