How does a mystery shopper work?

A mystery shopper is a person who is hired to visit a store or service provider anonymously, posing as a regular customer, in order to assess the quality of the service or product being offered. Mystery shopping is a technique used by companies to evaluate the performance of their employees, as well as to gain insight into the overall customer experience.

The mystery shopper will typically receive specific instructions on what to look for during their visit, such as how long it takes for them to be greeted, how well the sales associates are able to answer their questions, or how clean and organized the store appears.

After the visit, the mystery shopper will typically complete a survey or report detailing their experience, which will be used by the company to identify areas for improvement and to recognize employees who are providing exceptional service.

 

We will help you create a mystery shooper program

Creating a mystery shopper program involves several steps, including:

  1. Define your objectives: Determine the goals of your mystery shopping program. What areas of your business do you want to evaluate? What specific metrics do you want to measure?

  2. Identify your target audience: Decide which customer segments you want to target with your mystery shopping program. For example, if you own a restaurant, you may want to focus on families or business travelers.

  3. Develop your evaluation criteria: Determine the specific criteria that will be used to evaluate the customer experience. This can include factors such as customer service, product quality, store cleanliness, and more

  4. Conduct mystery shops: Assign mystery shoppers to visit your business and evaluate the customer experience based on the established criteria.

  5. Analyze the results: Review the data collected from the mystery shopping program to identify areas for improvement and make changes to your business operations as needed.

  6. Provide feedback: Share the results of the mystery shopping program with your employees and provide coaching and feedback to help them improve.

 
 

Contact us for a mystery shopping experience