Ever Fancied Being an M&S Mystery Shopper?
M&S, the brand which is as British as a red telephone box or double-decker bus, was using a mystery shopping scheme to work out how good it’s customer service was in all of its stores, otherwise known as ‘M&S Mystery Shopper’.
Things quickly changed in April 2016 when a new CEO was appointed. They quickly realised that their traditional approach through using M&S mystery shopper wasn’t necessarily representing customer thoughts day-to-day.
Hence a new method being brought in: a ‘point of purchase’ survey where customers would complete a survey from a link printed on their receipt. Customers were actively encouraged to complete these by the sales associate, who would explain the incentives on offer like discount or prizes.
Questions You Answer During an M&S Mystery Shopper Survey
Once you’ve passed through the checkout and completed your purchases, there will be a URL printed on your receipt from where you can access the M&S mystery shopper survey.
You’ll be asked to rate the following on a scale of one to five in the range of strongly disagree to agree strongly.
- Did staff acknowledge you?
- Do staff care about you as a customer?
- Have staff gone above and beyond to help you?
- Are there enough staff on the shop floor to help?
- Staff knowledgeable about products and services?
- Are the staff friendly and helpful?
- Is the store uncluttered and spacious?
- Are the window displays enticing and inspiring?
Tills and Payment
- Is the self-service till easy to use?
- Has your experience of the store been enhanced through using the self-service till?
- Do the self-service tills make the store experience quicker?
For more insight into what might be involved in an M&S mystery shopper, take a look at this video.