What is a Mystery Shopper?
A mystery shopper is an individual who visits a place of business and poses as a regular customer. The shopper will complete a report on his/her experience pertaining to customer service, product quality, cleanliness and anything else important to the client.
Mystery shopping is an effective tool that enables companies to determine their strengths and weaknesses in several different areas. These strengths and weaknesses can only be identified through your customers' "real" experiences. Because your employees do not know the identity of the shopper, they will act as they normally would in a similar situation.
Thus, a mystery shopping service will provide you with the critical information and feedback you need in order to improve your customer service, and ultimately ensure that your customers keep coming back.
Mystery Shopping:
• Keeps your employees on their toes! (Knowing that any customer could be a shopper adds an incentive to do one's best at all times).
• Can be used to motivate and reward employees for doing a great job.
• Provides the feedback you need to determine what areas are in need of additional employee training.
• Can be beneficial when implementing new procedures into the work place.
• Can provide you additional insight on your customers' buying preferences.
• Can be beneficial in loss prevention and reinforce integrity with cash transactions.
• Can provide you valuable feedback and insight on your competition regarding products, pricing, sales tactics and customer service (ask about our competitive shops).
