Mystery Shopping Myths: Debunked!

It is incredibly exciting to become a mystery shopper and receive your first assignment.

The world of mystery shopping, although beneficial in many many ways, is frequently misunderstood.

We’re looking into some common myths about mystery shopping and debunking them along the way!

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Retail Maxim’s Fundraising Success for Colleague

Earlier this year, a colleague of ours’ son was diagnosed with Type 1 Diabetes.

Due to this, his mother must test his blood every 2 hours leading to the two of them being unable to enjoy a full night’s sleep.

We discovered that they were able to purchase a continuous glucose monitor retailing for £750, as this is not available through the NHS, we set on a fundraising mission.

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3 ways to prevent poor customer service

What determines the true cost of poor customer service? The short answer is that there isn’t an equation to help determine how much you are losing by poor customer service.

No two customers or businesses are the same but the negative impact of producing poor customer service can be similar, if not the same.

For each customer that is lost from poor customer service, you lose new customers that could have been referred to you. Along with that, your brand’s reputation could be damaged and brand loyalty. This will further negatively impact your performance and profits.

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How mystery shopping can improve customer service

Mystery shopping is a popular tool used by many businesses to measure the quality of their services or product delivery from a consumer perspective.

Many times the actual delivery at the retail outlet is not up to par with the company’s policies and claims and mystery shoppers can help the company pick out whether their frontline staff is providing customers the standard of service expected of them.

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Working as a mystery shopper

It is possible that in some point of your life you’ve been standing in a queue at a retail store next to a mystery shopper.

They’ll be hard to spot, seemingly shopping for a night out for essentials, but what they are doing is taking mental notes of the stores’ appearance, cleanliness, and service of the store.

There are roughly 50,000 mystery shopping trips carried out every month in the UK, as stated by the Mystery Shopping Providers Association (MSPA), and as more and more spending takes place online, the demand for mystery shoppers is increasing.

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How you can improve your brand experience using mystery shopping

Ensuring that your customers are receiving a consistent experience across all channels is important for them to form a positive connection with your brand.

A great brand experience is ultimately down your customer’s satisfaction with each channel of you brand, including your website, branding, employee interaction and atmosphere but bad experience with any one of those channels has the possibility to ruin the customer’s view of your brand as a whole.

It is easier on some channels that others to control the experience the customer will have. As your website, app and marketing will be entirely under your control and are offering lots of data and feedback opportunities, you can make sure that your customers are receiving great interactions on those channels. It can be difficult, however, to keep up that same consistency in physical stores.

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How to become a mystery shopper

Companies in the market research sector hire mystery shoppers to visit retail businesses and evaluate the quality of service.

Many directories listing mystery shopping opportunities have been discovered to be scams by charging shoppers to join without providing any work.

To become a mystery shopper, it is important that you follow the below steps and do your research.

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21 Tips for Excellent Retail Customer Service

There are many challenges that come along when working in retail.

Often, it’s the distraction of these challenges that means employees lose focus on providing the best customer service they can to shoppers.

Retail Maxim, a mystery shopping company specialising in retail, has put together a list of simple tips below that can improve your retail customer service!

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Pros of Becoming a Mystery Shopper

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.

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