Mystery Shopper Services: Which Are The Most Common?
Think of mystery shopping, and you probably have visions of someone walking around a supermarket, making observations about customer service or product availability. However, the truth is that mystery shopper services take on many forms these days. So which type of mystery shopper service is best for you? Make your mind up today by discovering the most common types, mentioned below.
MAIN TYPES OF MYSTERY SHOPPER SERVICES
Live Visits. This is when a mystery shopper attends a specific location. Equipped with a pre-prepared list, they will look at various metrics to evaluate the overall performance of the business. These types of mystery shopper services can vary in length, from a mere ten minutes to potentially hours of work. The beauty of this approach is that staff within the business are rarely aware that a mystery shopper visit is taking place. ‘Live visits’ are mainly used for the retail, hospitality and automotive industries.
Over the Phone. This type of mystery shopper service is particularly common for call centers or businesses that interact frequently with customers over the phone. ‘Over the Phone’ mystery shops work by an individual calling a business by telephone. They would then have to make notes on the level of service received, referencing specific details during the conversation. This type of mystery shop can be carried out virtually anywhere, as long as you have a reliable phone signal.
On the Internet. There are a number of reasons why a business might get someone to ‘mystery shop’ their online presence. The most common reasons include checking how easy their website is to navigate, and how well the business responds to customers on social media. The joy of internet mystery shopping is that the person carrying out the task can complete it in the comfort of their own home. Industries which use this approach are usually banking, health care and automotive.