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ServicesAstra Clarity

Mystery Shopping

A mystery shopper writes to your business on chat, by email and on WhatsApp, and you get a scorecard for every reply. Written messages only, to your own business only.

€190 / round

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Hotel Bregu · The October round

3 written tests

The price changes from channel to channel, and the email waited 29 hours.

The round’s card, points out of 2. Tap a score.
CriterionChatEmailWhatsApp
Reply time
Answered the question
Correct price
Tone
Next step
Total out of 10824

The round’s average: 4.7 out of 10

Chat · On the website, 20 October

How much is a room for two, 14–18 June? Is breakfast included?

Good evening! A sea-view room is €120 a night, with breakfast.

Thank you, I’ll think about it.

Thank you for your interest!

Reply time: 2 of 2. A reply within a minute.

Answered the question: 2 of 2. Price and breakfast were both answered.

Correct price: 2 of 2. The same as the price on the website: €120.

Tone: 2 of 2. Polite and clear.

Next step: 0 of 2. The customer said they’d think about it and the chat ended. Nobody offered to hold the room.

Email · 21–22 October

How much is a room for two, 14–18 June? Is breakfast included?

Hello, for prices please call us during working hours.

Reply time: 0 of 2. 29 hours after the message. The agreed limit was 4 hours.

Answered the question: 0 of 2. Neither question was answered.

Correct price: 0 of 2. No price was given.

Tone: 1 of 2. Polite, but with no name and no sign-off.

Next step: 1 of 2. It asks for a call but gives no number.

WhatsApp · 20–21 October

How much is a room for two, 14–18 June? Is breakfast included?

Good morning! The room is €135 a night.

Is breakfast included?

No reply

Reply time: 1 of 2. 12 hours 40 minutes later, the next morning.

Answered the question: 1 of 2. The price was answered, breakfast wasn’t.

Correct price: 0 of 2. €135 here, €120 on the website and on chat.

Tone: 2 of 2. Short, but polite.

Next step: 0 of 2. The last question stayed unanswered for 24 hours.

Three things to fix

  1. One price on every channel: update the saved replies on WhatsApp.
  2. One person in charge of email, with a 4-hour limit.
  3. A closing line on chat: “Shall we hold the room for you until tomorrow?”

The hotel, messages and scores in the example are imaginary.

Today

You don’t know how your team answers customers when you’re not there, and you only learn from complaints.

With Astra

Every round you see how each channel answered, how fast and at what price, with the message behind it.

How it works.

  1. The scenarioWhat the customer asks and what you expect
  2. The testsWritten messages on chat, by email and on WhatsApp
  3. ScoringA person reads every reply against the card
  4. The cardThe scores, the messages and three things to fix

What you get.

  • Chat tests
  • Email tests
  • WhatsApp tests
  • Scorecards: speed, answer, price, tone and next step
  • Every score with the message behind it
  • Three things to fix

For hotels and restaurants, clinics and beauty salons, online shops, businesses with many customer messages.

One round

€190/ round

3 written tests, one on chat, one by email and one on WhatsApp, with a scorecard. Monthly programme: from €149 a month.

Request this service

Monthly programme

From €149/ month

One round every month, compared with the last one.

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What we don’t do. Every test is a written message. We make no visits and no calls, and we test only your own business, at your request, never competitors. The scorecard rates the channel, not the person. We don’t promise improvement.

Common questions.

Do you call or visit?
No. Every test is a written message. We make no calls and no visits.
Can I test a competitor?
No. We test your own business only, at your request.
Will my team know?
They won’t know when a test arrives, but it’s best to tell them tests happen. The scorecard rates the channel, not the person.
Does Clarity require an Intelligence subscription?
No. With Clarity we do the work; Intelligence is software you use yourself.

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Tell us about your project.

We confirm the details and invoice by email.

Payment is by invoice. Access or work starts once payment is confirmed; nothing renews automatically.