What Are Mystery Shoppers?
We’ve all probably heard the phrase. Many of us want to know more. What are mystery shoppers? And what are they here to do?
If you’ve ever worked in retail you will have heard people talk about mystery shoppers. They sound like mythical creatures. When the report comes through, you wonder how you missed them. It’s like they sneak in without being seen and ghost around the store making notes. But the reality is very different to that.
Mystery shoppers are regular people like you and I. They walk among us! The whole point of the mystery shopping thing is the word mystery. That’s what it’s all about. They remain a mystery most of the time. But if you get spotted there are some tactics you can employ.
The Role Of Mystery Shoppers
Their role is to measure service standards in retailers, restaurants, coffee shops and pubs. They pose as a regular customer and keep a keen eye out for certain details.
A mystery shopper will be given questions to ask, areas of the venue to visit and/or particular things to buy. This gives them to opportunity to measure service.
For example, you might go into a clothing shop and buy shoes. This gives the sales assistant the chance to upsell polish or a protecting spray or insoles. In fact, they can offer pretty much anything that supplements the shoes.
If a company has employees making these extra sales then they do two things –
- Make more money
- Provide better customer service
And who wouldn’t want to measure that?
If you are interested then you might want to start with Market Force. They have a good range of assignments and offer support if you need it. Check them out. If you have any questions about what they do – or what mystery shoppers get up to – then don’t hesitate to drop me a line.