Nextel - We Bring You Success
© 2006 Nextel Mystery Shopping. All rights reserved.
Home
FREQUENTLY ASKED QUESTIONS
What is Mystery Shopping?
Who is a Mystery Shopper?
How is Mystery Shopping used?
Who are Mystery Shopping users?
Who provides Mystery Shopping services?
What are the benefits of a Mystery Shopping program?
What can Mystery Shopping do for you?

'Your most unhappy customers are your greatest source of learning.'

~ Bill Gates

WHAT IS MYSTERY SHOPPING?
Mystery Shopping is an objective view of an organization's business through the eyes of its customer. A Mystery Shopper visits the premises anonymously, posing as a regular customer, to experience and evaluate the level of customer service provided. Mystery Shopping provides the management with a detailed assessment of employee performance and the variables that affect customer's experience and satisfaction.
WHO IS A MYSTERY SHOPPER?

A Mystery Shopper is a pre-selected and specially trained individual who acts as a regular customer (in a designated establishment) and reports back to on the type of treatment, level of service, or any other detail the company has defined in advance.

The Mystery Shopper may ask about various products, sometimes even buy specific articles or use specific services, ask for refunds, express an objection regarding a product or service feature, etc., but, most importantly, they must not provoke the employee to act in any abnormal way.

The best Mystery Shopper has to be an ordinary, average man or a woman, but with good observation and reporting skills.

Individuals interested in becoming Mystery Shoppers should never have to pay in order to do so.

HOW IS MYSTERY SHOPPING USED?
Mystery Shopping is used to get objective information to be able to prepare the employees for training. It is also used to evaluate incentive programs for sales employees and managers. It can serve as an insurance policy – with early discovery of small problems that can turn into big difficulties.

Mystery Shopping can also be used to check if employees take every possible opportunity to increase sales; whether promotional actions are being carried out (signs, displays, certain products, etc.) or the promotional materials are presented, correct, and updated.

WHO ARE MYSTERY SHOPPING USERS?
Mystery Shopping is used in a wide range of industries to examine and monitor the quality of their operations, facilities, product delivery, and service performance. Examples are the following: banks, hotels, restaurants, movie theaters, recreation parks, fitness/health facilities, gas stations, cafes, and many more.
WHO PROVIDES MYSTERY SHOPPING SERVICES?
Mystery Shopping services are provided by a number of different companies. Those include mystery shopping specialists, marketing research firms, private investigators, merchandising companies, training companies, advertising/promotion agencies, and others.
WHAT ARE THE BENEFITS OF A MYSTERY SHOPPING PROGRAM?
Mystery Shopping is a valuable tool which, if used effectively, gives management a direct insight into their operations. Detailed reports collected from the mystery shoppers identify the areas in which the staff meets the standards set by the company, but more importantly, highlight those that need improvement. Mystery Shopping provides decision makers with valuable information they need to be able to increase sales and profits, meet and exceed their customers' needs, motivate employees and, therefore, improve employee performance.
WHAT CAN MYSTERY SHOPPING DO FOR YOU?
The main function of Mystery Shopping is to monitor if the previously set company standards are being met. For example, Mystery Shopping can check:
- general appearance, cleanliness of the establishment
- company logo and graphics
- appearance and display of products
- display and accuracy of promotional material
- appearance and attitude of employees
- employees’ knowledge about goods and services, etc.

'Here is a simple but powerful rule - always give people more than what they expect to get.'

~ Nelson Boswell

'Quality in a service or products is not what you put into it. It is what the client or customer gets out of it.'

~ Peter Drucker

'If you don't genuinely like your customers, chances are they won't buy.'

~ Tom Watson