Mystery Shopping Explained
Mystery shopping is a quality-control process that involves having an evaluator (known as a mystery shopper) interact with a business using a predefined scenario. The goal of a legitimate mystery shopping program is to determine how well your team is delivering customer service 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 designed to reflect the client’s standards with a scoring system that supports the organization’s overall operating philosophies. Scored, objective questions are combined 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 designed to meet your exact needs.
Collecting data by mystery shoppers is only part of the process. As individual reports are published, the collected data is aggregated into easy-to-use reports and dashboards that are tailored to each user group. This gives all team members easy access to actionable information they can use in their day-to-day activities to improve overall performance. Reports based on completed shops can be scheduled for email delivery upon the completion of each round of shops, or they can be sent on a schedule that you specify.
Your mystery shopping program can be a key tool to drive change in your organization with the use of features such as Active Feedback and Action Plans. These features reinforce your training and operations efforts by integrating your training standards into your mystery shopping program and creating an accountability process for key areas of the mystery shop that are missed.