Mystery shopping helps retailers and companies to improve their services…
A mystery shopper visits retail and service outlets and undertakes shopping just like a regular shopper. However, the real purpose of the mystery shopper’s visit is to secretly audit the store by critically observing as to how it is run. However, the shop’s employees would be unaware of this.
Companies wish to increase sales by improving product display, better pricing and effective promotion. They wish to enhance customer satisfaction, improve service and ensure that staff is not indifferent but has the right attitude.
While doing shopping, the mystery shopper mentally audits the store in respect of aspects stated above. On conclusion of the visit, the mystery auditor submits a report outlining the experience, highlighting the deficiencies and suggestions to correct the faults.
Even Banks have started undertaking covert audits, through mystery shopping companies, on employees and branches to ensure that they adhere to internal policies and rules, improve customer service and prevent money laundering.
Do you have what it takes to become a successful mystery shopper?
Ultimately since this is a shopping-related role, the aspiring mystery shopper should be a regular shopper in real life. He or she should be a keen and minute observer, without drawing attention. The store staff should not find anything unusual in the shopper’s behavior, because it is necessary that the staff is off-guard and works as usual.
In addition to being a good communicator, the mystery auditor should be akin to the typical shopper visiting the store in terms of age, education and personality. Deeper knowledge in a specific shopping domain will also result in constructive suggestions being made by the mystery shopper in the audit report.
Perks for this role would be remuneration per assignment and/or the tangibles or intangibles accruing from the assignment such as goods bought during retail shopping, spa treatment during a spa audit etc etc.