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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How Mystery Shopping Can Tell You More Than a Customer Survey

Gathering effective feedback about your business can take many forms, including conducting a customer survey.

Although customer surveys are the popular choice for many businesses, mystery shopping is proving to be the more effective option, and here’s why:

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A step-by-step guide to mapping your customer’s journey

A customer journey map is an incredible tool for understanding and improving your customers’ experience.

A good customer journey map will document your customer experience from the customer’s eyes, thus helping you understand how customers interact with you and possibly identify any areas for improvement.

However, you may have difficulty finding a standard customer journey map as there is no standard. You can, however, build it following design principles, or any other visual creations – make a work of art.

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What NOT to Do in Terms of Customer Service

We have obtained some accounts over the years from our mystery shoppers that are quite something.

We’ve listed a few of our favourites scenarios below, showing you what should NOT be done in terms of customer service!

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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.

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