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!
Mystery shopping is essentially spying
All employees of a business should be informed of a mystery shopping programme as well as what the programme aims to achieve. There are occasions where employees will know the frequency of mystery shopping programmes (e.g. quarterly/monthly) but won’t know the specific day or time. Employees should be familiar with the mystery shopping questionnaires and the service standards they’ll be measured against.
Mystery shoppers will only catch what is done wrong
The idea of mystery shopping is to identify the gap between what the company wants to achieve and what it actually achieves. On occasions, some employees may do something wrong but this doesn’t necessarily mean it is their fault; it could be an indicator or poor training. Mystery shopping aims to give feedback that will help to improve a business.
Mystery shoppers provoke employees
Mystery shoppers do not provoke employees. It is their duty to act as a regular customer, if anything, they should be blending in with the crowd. They are there to measure how the process works customers. Should a mystery influence the employees behaviour in any way, the assignment would be considered invalid.
Employees will be fired because of a bad score
Mystery shopping shouldn’t be used for disciplinary purposes for as an excuse to get rid of an employee. As previously mentioned, poor scoring visits could be the result of poor management, insufficient training and lack of information.