Mystery Shopping Explained
Mystery shopping is a quality-control process that involves having an evaluator (a mystery shopper) interact with a business using a predefined scenario. The goal of a mystery shopping program is to determine how well your team is delivering customer service. Consequently, this is when measured against the organization’s guidelines and operating philosophies.
As one of the top mystery shopping companies, we take the time to properly define the scope of each program by getting to know each client. Questions are to reflect the client’s standards with a scoring system that supports the organization’s overall operating philosophies. Scored, objective questions combine with detailed narrative to paint a clear picture of what the evaluator observed and experienced. All elements of the project, including the data collection form, report distribution, and web portal access, are to meet your exact needs.
Firstly, collecting data by mystery shoppers is only part of the process. Consequently, as individual reports publish, the collected data then aggregates into easy-to-use reports. In addition, it includes dashboards that are for each user group. Furthermore, this gives all team members easy access to actionable information. Additionally, they can then use in their day-to-day activities to improve overall performance. Therefore, reports based on completed shops can schedule for email delivery upon the completion of each round of shops. Additionally, they can be sent on a schedule that you specify.
Lastly, your mystery shopping program can be a key tool to drive change in your organization. Consequently, it does this with the use of features such as Active Feedback as well as Action Plans. Additionally, these features reinforce your training as well as operations efforts. Furthermore, it does this by integrating your training standards into your mystery shopping program as well as creating an accountability process for key areas of the mystery shop that miss.