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Mystery Shopping: an introduction -
What is the goal of mystery shopping?
In general mystery shopping is aimed at improving customer service. This can be implemented by various means:
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Infrastructure improvement; is the company concerned easy to reach? Are there sufficient parking slots? Etc.
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Product appeal; does the company sell popular brands? Is the price right? Etc.
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Customer service improvement; is the customer greeted in a friendly fashin? Does the customer feel welcome? Is the customer served satisfactorily? Etc.
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What is the importance of objectivity during a mystery visit?
Objectivity is essential to a mystery visit. The report should be a reflection of the facts and not the mystery shopper’s own opinion or interpretation.
It is therefore of the utmost importance that you supply only the actual facts relating to a visit unless otherwise requested.
The report should include detailed information, allowing the principal (our client) to read the exact details pertaining to a visit.
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