Mystery shopping enables the companies to measure quality of service, compliance with regulation and also gather specific facts about their products and services. The mystery shopping assignments are taken up by the mystery shoppers, who perform particular tasks like purchasing a product, ask questions, register complaints or behave in certain ways at the assigned shop. Post they complete their shopping assignment they are provided to make a detailed report and also give proper feedback about their shopping experiences.
Mystery Shopping Services, requires a proper a survey model which is drawn up and agreed to by the company and the mystery service provider. This survey model defines in detail what information and improvement factors the client company is looking to measure. All these information are then then carefully drawn up into survey instruments and the assignments that are further allocated to shoppers registered with the mystery shopping company. Designing and implementing a mystery shopping model plays an important role in making the whole exercise successful. Here are some secrets to successful mystery shopping.
Successful Mystery Shopping: Top Secrets Disclosed
5. Lay The Groundwork
Creating a foundation and also providing the basics or fundamentals for any task is the first step to do before any event or process can begin. Same goes with mystery shopping exercise. One should have a clear idea of what you want and how you plan to use our findings which would be beneficial for your business and also for your staff. Establishing clear goals would allow measuring the success of the overall exercise. Mystery shopping exercises have a potential to reveal sensitive information, hence such data should be carefully receive and compiled. The company should also decide who should have access to such sensitive information. The data gathered from mystery shopping could be used to improve service.
4. Embroil All Stakeholders
Mystery Shopping doesn’t focus on one area or person, but it has many stakeholders involve in it. It is important to involve all the stakeholders in the exercise as a successful exercise would involve the employees as much as possible. If all the stakeholders provide quantitative and qualitative data about how the business is doing at their service points. These data provided by the stakeholders could help in setting the guidelines on which the evaluation can be done.
3. Set ‘S.M.A.R.T’ Aims And Objectives
The Aims and objectives set should be SMART. Which means it should be SIMPLISTIC, MEASURABLE, ACHIEVABLE, RELATIVE, and TIMELY.
4. Set Your Mystery Shoppers Up
After the groundwork is done and the aims and objectives are set the secret shoppers need to be geared up. The managers need to carefully brief the mystery shoppers on the assignment. They should discuss the details of the commission carefully, like the Aims of the mystery shop, the objectives and any specific actions for the mystery shopper team.
5. Share The Findings
After the mystery shopping exercise is completed by the secret shopper, the shopper has to submit the report with the findings. This report contains raw data about the entire shopping experience of the mystery shopper. This report contains details of the standards being measured, the results of the mystery shop, general comments, key findings, issues and any specific commendations. The report is further checked and evaluated by the editor who is focused on eliminating and identifying details from the free comments section. The reports should be completed quickly in order to retain the FRESHNESS of the mystery shopping exercise. If there is delay in sharing the findings the purpose of the whole exercise becomes void. The reports help in identifying the areas of improvement and also the areas of success.
Mystery shopping is one of the most accurate and efficient method which can be used to measure the existing service at different points. Used repeatedly, it can provide cyclical feedback which can be vital for identifying the pinpoints areas for improvement and help the business meet the established expectations from the buyers. A sound mystery shopping program is extremely important for the business.
At iSN Global Solutions we go all-out to provide our customers with a results driven approach, backed with excellent mystery shopping service with insight and innovation.
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