Mystery Shopper
- Decision-Makers
Description
Mystery shoppers emulate typical consumer behaviors to assess the consistency of practices integral to a specific brand or industry. Seasoned mystery shoppers often function as independent agents or contractors, delivering comprehensive reports and in-depth feedback within established timeframes. Their evaluations encompass the entire customer journey, from entry to exit, with a sharp focus on staff interactions and the overall service experience, as perceived by the mystery shopper posing as a customer.
Purpose
Mystery shoppers closely replicate typical consumer behaviors to assess the consistency and adherence to standards crucial for a specific brand or industry. These experienced professionals, often working as independent agents or contractors, provide thorough reports and insightful feedback within predefined deadlines. Their evaluations capture the entire customer journey, from entry to exit, with a particular emphasis on staff interactions and service quality as experienced by the mystery shopper, who assumes the role of an ordinary customer.
Overview
Overview
Meeting with the company to understand their concerns and the purpose of the MS exercise
Gaining an understanding of the company’s profile and the guidelines to be followed during the MS exercise
Conducting on-site visits and making observations
Preparing the MS report
Meeting with the company post-MS to review the observation report
Creating a SMART action plan
Suggesting relevant training if necessary
