Mystery shopping allows companies to get an inside look at how their employees are performing. They can determine whether or not their customer service is lacking and if their goods and overall shop layouts are capable of meeting buyer expectations. These efforts are typically performed by a neutral third-party who does not have any affiliations with the organization or its workers.
How This Process Works
A mystery shopper can be hired as a private party or as part of a mystery shopping organization. The goal of this individual is to enter the store to purchase a specific product or set of goods while on a budget. This person may be given detailed instructions on how to ask for assistance and which departments to use throughout his or her excursion. The more interaction that the shopper has with store employees, the more informative and helpful these efforts will ultimately be.
Assistance Throughout All Parts Of The Buying Process
Upon entering the store, the shopper will evaluate a range of different factors including lighting, cleanliness and overall presentation of the available products. Once this is accomplished, the shopper will set off to find the goods that he or she has been advised to purchase. This will allow for an in-depth and firsthand assessment of the store layout and ease of navigation. The buyer can determine whether or not products are organised in an intuitive fashion and if the product in questions is easy to find.
This also presents an opportunity to engage with store employees. The buyer can see whether or not workers are friendly and helpful and if they are willing to physically walk them to the appropriate locations. For companies, this is great way to learn whether or not workers are following the established protocols for customer support.
Filing A Report
From start to finish, the mystery shopping experience will be diligently documented after the buyer has completed his or her purchase and left the store. Companies will know whether or not their physical establishments were found lacking, if store safety was unimpressive and if team members were rude. These reports can include employee names, product descriptions and details about any shortcomings that were identified.
Companies can use the provided data to determine the best ways to improve their locations and their store policies. These are services that businesses commonly invest in when they are eager to improve their goodwill and their customer satisfaction ratings. They can be used in conjunction with customer surveys or in place of them. A good mystery shopper will be entirely covert and thus, employees will not be able to distinguish these parties from typical customers.
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