Mystery shoppers provide customer service feedback to a business while posing as customers.
A mystery shopper may be asked to visit a hotel, banks, restaurants, cinemas, shops, and other businesses to pose as a regular customer while they are taking mental notes on the location’s cleanliness, staff courtesy, and any other issues that concern the business owner.
It is likely that you are aware of mystery shopping, however, many do no know how mystery shopping is keeping costs in check for the average consumer.
A common task that is assigned to mystery shoppers is checking for brand integration. Seen more frequently in businesses that have had a change in ownership.
The idea is for feedback from the shopper will give the chain owners a sense of how the brand’s identity is translating at the customer’s level. This is a way of saving money as it ensures you are getting what you pay for, as an example, you should not be paying the price of a four-star hotel room that displays the branding of a three-star chain.
Recently, businesses have started to pay attention to how they treat their customers.
Companies that use mystery shoppers to audit customer care will benefit from that information to tweak their processes so to be more customer friendly, thus, gaining that extra expenditure of 13% consumers are willing to spend because they received great customer service.
The bottom line
Mystery is shopping is much more than the perks of gaining free food and getting paid for shopping.
It’s a tough role as shoppers will need to a detailed eye and note down everything about their experience, the description filling pages – all of this documentation is for the store owners to use for process improvements.
As long as there is a variety of choice in the places to shop, you ultimately can spend the money how you see fit. Mystery shoppers grant you to stretch the pound by slimming the possible risk any bad experience could happen in the beginning.
Please visit our mystery shopping jobs page if you think you have what it takes to become a mystery shopper, or if you’d like to know more about the role.