Mystery Shopper - Agreements, targets, processes

Agreements, targets, processes and outcomes are agreed upon in advance, as well as payment, scope and range, quality of the service and feedback needs your close attention.

Here are some examples from online sources on what the Mystery Shopper representative and business partnership will be looking for from this undertaking, experience and orchestrated covert, undercover ‘operation’:

· cleanliness of store and store associates

· compliance with company standards relating to service, store appearance, and grooming/presentation

· how long it takes before the mystery shopper is greeted

· if or how the employee attempted to close the sale

· number of employees in the store on entering

· speed of service

· the date and time of the pre-visit phone call

· the name of the employee(s)

· the name of the store on each side of the store visited

· the questions asked by the shopper to find a suitable product

· the types of products shown

· whether or not the greeting is friendly

· whether the employee invited the shopper to come back to the store

Often the mystery guest or secret shoppers have to put the employees to the test, play out scenarios that otherwise would not happen, be extra-ordinary, carry extra demands, or even a-typical requests. This not only tests their knowledge, skills and resourcefulness, shows where the real talents lie, but also how streamlined and responsive the business is/can be, functioning under pressure. The attention can more easily be put on the things that really matter – like a specific issues or service, level or quality of customer service delivery. The activity does not always have to include a purchase per se, it can just be a request, wanting information, resolving and issue or complaint.

The process does not stop when the visit and evaluation, scenario or activity is ‘over’ and completed, onsite or online. Next the myster shopping professional/recruit fills out, gathers, reports and gives feedback. The data is collected, synergized, reviewed and put to work to enable businesses to resolve problems, improve and/or add or change some things about their business that will add value, please customers and streamline operations. It brings metrics to business that can help them track more effectively what they provide and how they do it, even what sets them apart.

Mystery Shopper can work great for all types of businesses like:

· Retailers and retail stores

· Outlets and discount warehouses

· Furniture stores

· Restaurants

· fast food chains

· franchises

· banks

· gas stations

· car dealerships

· rental accommodations

· hotels

· apartments

· health clubs

· golf courses, sports venues

· airlines

· conference venues

…and many more!