Mystery shopping is a great way to better understand the dynamics of the interaction between your client company and its customers.  Rather than focusing on attitudes or opinions about the process, a successful mystery shopping engagement reveals what did or did not occur during the client/customer interaction.

Most successful companies have a set of procedures that they expect their representatives to follow. Mystery shopping is a way to ensure that those steps are taking place on a regular basis.

The Methodology

The Benefits

Mystery Shopping: Methodology

For a typical retail establishment such as a grocery or clothing chain, this may involve hiring a team of “shoppers” to visit particular stores and purchase the same products or services. The “shopper” is trained in advance as to the client company’s set of procedures and expectations.  The shopper will then observe and report on the steps that are followed in actual transactions.

Mystery Shopping: The Benefits

This same methodology works in assessing all manner of company/customer interactions: banking, mail order, B2B, call center operations, etc.

Reports can be provided by category or by individual.