most unhappy customers are your greatest source of learning.'
IS MYSTERY SHOPPING?
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
assessment of employee performance and the variables that affect customer's
experience and satisfaction.
IS A MYSTERY SHOPPER?
Mystery Shopper is a pre-selected and specially trained individual
who acts as a regular customer (in a designated establishment) and
back to on the type of treatment, level of service, or any other detail
the company has defined in advance.
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
best Mystery Shopper has to be an ordinary, average man or a woman,
but with good observation and reporting skills.
interested in becoming Mystery Shoppers should never have to pay in
order to do so.
IS MYSTERY SHOPPING USED?
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
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.
ARE MYSTERY SHOPPING USERS?
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.
PROVIDES MYSTERY SHOPPING SERVICES?
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.
ARE THE BENEFITS OF A MYSTERY SHOPPING PROGRAM?
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.
CAN MYSTERY SHOPPING DO FOR YOU?
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.
is a simple but powerful rule - always give people more than what they
expect to get.'
in a service or products is not what you put into it. It is what the
client or customer gets out of it.'
you don't genuinely like your customers, chances are they won't buy.'