Let us first know what exactly does mystery shopping mean. It is a process in which a secret shopper is hired in order to visit a business location in order to examine the way the services and products are presented. They are usually given a secret task which may include performing inquiries, buying products, voicing complaints or barely observing the working process.
The mystery shopper is supposed to pose as a normal customer who has walked in to avail a service or buy a product. He is not supposed to reveal his identity in any circumstances. A mystery shopper may sometimes need to buy a product or sometimes just shoot an inquiry at the reception. He is supposed to observe and evaluate the customer service provided at the business place. For an instance, he could consider the average amount of time a customer may have to wait in order to speak to the employee or the sales person. Here, the amount of time the employee takes to attend to the customers is also observed. If the time exceeds a limit, he could note down what could be done to lessen the waiting time. In short, a mystery shopper is needed to observe the entire working and note down the drawbacks and also the changes that need to be implemented in order to improve the business quality.
How does Mystery Shopping actually help ?
There are many places where the customers are asked to fill in small feedback cards or forms where they are supposed to write their opinion about the services and products available there. This surely helps improve the service and product quality up to a certain extent. But, honestly speaking, how many of us fill these forms seriously? There may be many among us who do it just as a formality. When this task is handed over to a secret shopping service provider, the business management team can be sure of receiving honest opinions and a professional report about the goods and services provided.
Mystery shopping not only helps in recognizing flaws, but also helps identify the areas where the business is doing extremely well. It is a method that can be used to recognize a good and deserving employee among the whole lot. Mystery shoppers can be hired to check the behavior and the response of the employees in certain situations. It can also help in realizing whether certain employees need to be trained for a different purpose. Are you wondering where can this be implemented? Mystery shopping can be implemented in any place or location where products or services are provided. If one needs to know how his business is performing in terms of customer satisfaction or just about who are the well deserving employees, hiring a mystery shopping service would be an ideal thought.