What is Mystery Shopping?
- Mystery shopping is a business tool used by progressive retailers, accommodation providers, consumer delivery services, fast food, restaurants, real estate, government service sectors and many other entities to measure staff performance in meeting expected customer service standards.
- Trained mystery shoppers present as customers whilst discreetly evaluating team performance in areas such as Presentation, Customer Courtesy, Selling Skills, Product Knowledge, and Compliance.
- Mystery shoppers report on a customised set of weighted checkpoints and a detailed narrative to capture the customer service experience.
- Mystery shopping reporting can take the form of location visits, phone calls, the monitoring of emails/web forms, or combinations of all of these.