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The Purpose of Mystery Shopping

Mystery shopping is designed to provide companies with valuable information that they may use to improve their business, service or product. A secret shopper is hired to visit a business location and will be assigned a specific task, which may include questions to ask, complaints to voice, purchases to make and certain business aspects to note.

A mystery shopper must have a keen eye for detail and should notice even the smallest aspect of a business. Mystery shopping can either include making purchases or simply evaluating customer service. For instance, if a customer line is long and the wait time is dreadful, a mystery shopper will need to evaluate the situation and give his/her opinion on how to improve it. Are more employees needed? Is there a store layout that could improve functionality and help to initiate shorter wait times? These are all important questions that a professional mystery shopper should be able to answer.

Because the purpose of mystery shopping is to provide an unbiased opinion on how a company can improve its presence, the mystery shopper will pose as a customer and secretly evaluate all aspects of a location. In acting as a customer, the employees will not realize they are being evaluated and, unlike a planned visit from the head office, the atmosphere will be more relaxed and will provide a natural look at how a business truly operates.

Many companies employ the use of comment cards, which are provided for customers to offer their opinions and insight into a store and how it could be improved. When a professional mystery shopper is hired, he/she will provide the same information from a consumer standpoint, but with a professional flair. Because this approach is invaluable, mystery shopping is commonly used in every industry. Although retail, restaurant, banking and convenience store locations have been at the top of the list as businesses most likely to employ mystery shoppers, it would be difficult to find an industry that does not use secret shopping services.

If you want to know where mystery shopping services could prove to be beneficial, simply look around you. Anywhere there are customers to shop, products to be sold or services to be purchased, a mystery shopper could be invaluable. If a company believes that there is always room for improvement, they are likely to realize the importance of a third party evaluation that offers insight in the form of a written assessment.

The mystery shopping industry not only detects what may need improving, but also can help to recognize valuable services and/or quality. In a world where prompt and effective customer service is often difficult to come by, it is important for a company to know which employees and/or locations are excelling in the way that they handle both the customers and the daily business operations. Mystery shopping can be used as a way of identifying outstanding employees and potentially even rewarding them with incentives to keep up the good work. Overall, mystery shopping is designed to promote improvement when needed and recognition when deserved. The only way to know for sure which category a particular business falls into is to take away the mystery and hire a secret shopper.

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Mystery Shopping In The News

Voice of the consumer: Scam shortchanges mystery shopper

COLORADO SPRINGS, Colo. (The Gazette) - 11 News lead Call For Action investigator Katie Pelton pens a weekly column for our news partner The Gazette, but is about to be on maternity leave for the birt...

Published:  Mon, 05 Nov 2018 08:20:00 GMT



Mystery shoppers praise Northampton town centre businesses for 'superb service' in BID awards

Smartly dressed staff, superb service and great venues - these are just a few of the highlights from this week's Northampton town centre BID Mystery Shopping Awards. At the awards ceremony this week, ...

Published:  Fri, 16 Nov 2018 08:02:00 GMT



Consumer advice: Mystery shopping scam - busted!

There are a lot of reasons to be wary of mystery shopper opportunities. Let's dissect an actual example shared by a couple of our astute readers who called to see if this was just a scam and if so, to ...

Published:  Thu, 15 Nov 2018 04:00:00 GMT



Mystery man picks up tab at Walmart

"I thought it was a rumor," said Brownington resident Sandra Cortez who was also still in disbelief. Walmart couldn't say how much the mystery shopper spent or how many people went home with free gift...

Published:  Sat, 17 Nov 2018 17:32:00 GMT



Live 5 Scambusters: Avoiding a secret shopper scam

"One of the questions was, 'Would you like to be a secret shopper or mystery shopper'" Crim said. "I thought, yeah I'd love to do that." Here's how the secret shopper scam works. Typically an unsuspe...

Published:  Fri, 09 Nov 2018 03:23:00 GMT



Mystery Shopper: Isle of Wight

The shopper wants to buy a holiday home on the Isle of Wight, costing about £300,000. She has a mortgage on her south London home, which is valued at £500,000. She wants to know whether she should rem...

Published:  Wed, 14 Nov 2018 03:36:00 GMT



River Park openings: Two restaurants, a new store and a mystery for Fresno shopping area

River Park is getting a flurry of new businesses. Two new restaurants are opening, more are on the way and a new boutique is coming soon. Some of the businesses are going into buildings that have sat ...

Published:  Wed, 07 Nov 2018 09:45:00 GMT



Satterley mystery shop reveals big incentives for Melbourne land market

"Mystery shoppers have reported that a number of land estates have under-the-counter pricing discounts for people in a position to buy now," the Satterley Property Group founder and chief executive to...

Published:  Tue, 13 Nov 2018 05:47:00 GMT



Mystery continues around 2016 fatal Inala hit-and-run

Mr Nguyen was hit by an unknown car on the evening of May 24, 2016, while walking home from Inala Shopping Centre. Van Phuc Nguyen, 50, was captured buying groceries at the Inala Woolworths prior to h...

Published:  Thu, 15 Nov 2018 03:55:00 GMT




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