subject: Mystery Shopper [print this page] Mystery Shopper Mystery Shopper
Video Mystery Shopper
Regardless of the reliability of the people conducting the research projects, the traditional mystery shopper study results tend to be open to challenges to their credibility.To prevent this, the video mystery shopper is a recently introduced version of the technique.With this audit visits use hidden cameras and microphones to allow for the elimination of the major disadvantages of such research projects. The video mystery shopper is currently the most reliable way of collecting information about the quality of customer service and the skills of salespeople.
Research projects of this type provide audio and video material, which allows multiple analysis of the audit visit.The video mystery shopper offers the chance to comprehensively and effectively manage the retail experience process.This type of audit lets executives see the audit with their own eyes and experience the customer-company contact from the customer point of view. The audio and video material is impartial and ensures the reliability of the information - minimizing the impact of subjective feelings of the auditors to assess the contact with the workers.
The test results achieved are the best form of analyzing sales training needs and supporting the training and coaching. The video mystery shopper process significantly enhances the effectiveness of an employee when they see themselves at work, as it makes it easier to see weaknesses and makes people more willing to work on them
Compared to other studies, the results of a video mystery shopper can be easily and repeatedly compared and analyzed. Video mystery shopper is not only a research tool but also an excellent way to manage customer experiences processes in the company.
Advantages:
Analysis of direct client contact with a salesperson
Natural behavior of vendors, letting us assess their real sales powers and techniques
Opportunity to review many different aspects of the sales process
Relatively short time of testing
Disadvantages
Can undermine the credibility and integrity testing
The risk of poor reception of the survey results by the staff
