Mystery Shopping is also called secret shopping, as it involves visiting a showroom, company, healthcare, restaurant or any type of business disguised as a customer so as to get a better picture about the customer service they provide and all the other different factors that need checking. Mystery shopping is basically a kind of research to find out the reasons behind certain questions like why your business is second best, in spite of the best experience, brand, staff and customer service. We find that the professional mystery shoppers at Shoppers’ Critique offer invaluable insight into even the smallest of details that affect your business. We can see from the popular site https://www.census.gov/retail/index.html details regarding the growth of business in all sectors. These figures show how critical it is to get the help required in identifying the areas you need to really improve.
In this era of competition, it is very crucial to improve in all types and sectors of industries, so these mystery shoppers are trained to cater to any type of requirement. There are different methods of research they are involved in, so let us discuss a few of them to get a better picture.
Customer’s Point Of View One of the most common and time tested technique is where a shopper is sent to the venue as a customer to get a feedback regarding various details. It can be anything from customer service, location, cleanliness and even the parking convenience. Even the smallest details are noted by the mystery shopper. As they would be providing you with hidden video footage, voice recording or written format, this will let you know all the areas that require improvement. Getting the hidden video footage by the Mystery Shopper gives us a better picture about the staff’s behaviour towards its customers, in various situations. Different industries like restaurants, fitness centres, fashion industry, healthcare and banking sector can use the services of professional mystery shoppers to get a clear picture, as to where the mistake exists. The Mystery Shopper evaluates everything from the customer’s point of view. The main points they would look into would be:
· Cleanliness of the premises, parking lot, dust, dirt, fittings, store’s organization, floor cleanliness and the neatness of the restroom. · Test the knowledge of employees in specific areas, like the welcome given to customers, assistance given to them and are all their queries answered with utmost politeness. · They also make queries regarding different products, to make sure the employee has appropriate knowledge of the product or service. · They try to study the employee’s sales techniques and upselling, because revenue generation is the main goal of any business. For example a car coming for gas filling can be asked for a car wash, this is upselling. · They also check how comfortable the customer was on his first visit and would they return to the same place for further purchase, irrespective of any business or industry.
Once you get the report from the Mystery Shopper you can start focussing on places and traits to be improved because business is all about competition, success and money making. Mystery shopping is gaining popularity and is now being utilised in many sectors, industries and businesses.