Mystery Shoppers Can Improve Customer Service

From a study involving a team of over 100 mystery shoppers, it has been noted that customer experiences have been improved through the help of mystery shopping.

But what is a mystery shopper?

Essentially, mystery shoppers go into a predetermined store and will talk to assistants, buy products, and them write up a report about the level of service that was received.

Continue reading “Mystery Shoppers Can Improve Customer Service”

Using the correct type of mystery shopping for better results

Mystery shopping is, unbeknownst to many, a wide term. There are many different types of mystery shopping and if you are able to utilise them correctly, you will obtain better results.

Effective mystery shopping programmes will be able to address customer touch-points and reflect how the customer interacts with you.

Below, we’ve listed a few of the basic types of mystery shopping and where they are best applied:

In-person mystery shopping

In-person mystery shopping is the most common type of mystery shopping and the most frequently used. It entails a single mystery shopper visiting a specific location and forming an assessment of the performance in accordance to pre-defined metrics. Varying on the nature of the metrics, along with the purpose of the shop and type of industry, a shop could take between a few minutes to a couple hours to finish.

The most common in-person shops are in industries including:

  • Automotive
  • Banking
  • Convenience
  • Fitness
  • Gas Stations
  • Healthcare
  • Hotels
  • Restaurant
  • Retail
  • Wireless

Telephone mystery shopping

Call centers are most likely to adopt this type of mystery shopping, along with industries where the telephone is an integral part of the customer experience. Telephone mystery shops are typically conducted through a mystery shopping company’s call center.

A company may record a phone call and use it as a coaching tool.

Telephone mystery shopping is typically used for industries such as:

  • Call centers
  • Healthcare
  • Hotels
  • IT
  • Telecommunications
  • Tourism
  • Travel

Internet mystery shopping

This particular type of mystery shopping is used when the mystery shopper is attempting to deduce how responsive a company is when interacting with them through the company website or on social media.

Internet mystery shopping is commonly found in the following industries:

  • Automotive
  • eCommerce
  • Real estate
  • Telecommunications
  • Travel

Hybrid mystery shopping

Hybrid mystery shopping, also known as multiple touchpoint mystery shopping, will entail a mystery shopper following a full customer journey, integrating the basic types of mystery shopping from online, to the telephone, and then in-store.

Hybrid mystery shopping is commonly found in industries such as:

  • Automotive
  • Banking
  • Healthcare
  • Hotel
  • Real estate
  • Travel

Do you think you have what it takes to become a mystery shopper? Find out more about mystery shopping on our website!

 

Advantages of becoming a mystery shopper

Mystery shopping brings about plenty advantages for a business to view how their customer experience is.

However, mystery shopping has advantages to the shopper also. How, you ask? Continue reading to find out.

Becoming a mystery shopper is a brilliant way to earn money for those that enjoy shopping, have good attention to detail, memory and are sociable. Your job will be to go instore and shop, possibly ask questions a regular customer would ask employees and then write a report of your experience.

Among the benefits are the hours you work which can be quite flexible. Many mystery shoppers are able to work the hours which are convenient with them due to the jobs being varied. There is also the option that mystery shoppers do not have to take on a job they feel isn’t suitable for them, although it is good to keep in mind that the more jobs you accept, the superior the choice of assignments will be available to you in the future.

Again, the most attractive advantages of becoming a mystery shopper is being paid for doing something that you would regularly do. It can be an incredibly fun role. You may be asked to visit cafes, banks and retail stores. It’s beneficial for the prospective mystery shopper to include areas of interest when registering along with any particular products or service they would prefer not to try which will aid the company to match assignments appropriate to you.

Your participation in becoming a mystery shopper is advantageous to the business you are visiting to improve their services to customers overall. It is satisfying to know that you have helped make a difference, to those services that you use often too.

Do you think you have what it takes to become a part of the Retail Maxim Mystery Shopping team? You can view the criteria here!

Please visit the website for further information about mystery shopping jobs.

What mystery shoppers can tell you about your business

Wondering what the experience is liking a customer who is visiting your business is difficult as being a business owner means your staff will be well-behaved when you are around. But what about when you aren’t?

One of the ways to find out how the average customer experiences the services your business provides is through hiring a mystery shopper.

Mystery shoppers are normal people who will visit your business to use your services and/or purchase a product. Upon their visit they will be making observations about the friendliness of your staff and the experience they offer the average customer, the cleanliness of your facilities and how easy it was to get their request attended to, they will proceed to make a report of their findings. It is essentially one of the best ways to view your business through the eyes of the customer.

Below we’ve listed a few of the things mystery shoppers can tell you about your business:

Employee customer service skills

One of the first things mystery shoppers will help you evaluate is the customer service that is provided by your employees and the skills they have. They will make note of how your employees greet them and if the staff are attentive and friendly. The reason your employees customer service skills are of high importance is because they are a face to face representation of your brand.

Efficiency of processes

There may be a business that as recently acquired a new point of sale that is believed to be the appropriate tool for the job. Yet an employee uses it to ring up a purchase a client has made and the machine doesn’t work which could lead to be a time consuming process to sort out; your customer may be getting impatient. A mystery shopper will relay what the experience for the customer is like letting you know whether any systems need to be updated.

What you don’t know

Another benefit of hiring a mystery shopper is the fact they will tell you what most customers will not. There is a high percentage of customers that will not say if they are unhappy with a product or service; they’ll take the easy way out and seek elsewhere. Although, they don’t tell you if they are unhappy with something in particular, the percentage is equally as high that they’ll tell other people, friends and family, essentially leaving a negative review.

First impressions

Mystery shoppers can walk into any store for the first time and notice things that may have been overlooked or ignored by you or employees. They will provide you with a detailed description of their first visit, their impression and right any flaws in the store.

Keep in mind that these are only a few things that mystery shoppers can tell you about your business in order to keep you updated about the service you are providing.

Please visit our website for further information about mystery shopping and our services.

Is mystery shopping a real job?

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.

Mystery Shopping Jobs
Mystery shopping is keeping costs in check for the average consumer

Branding

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.

Customer service

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.

Retail Maxim is a mystery shopping company.