subject: Decoding Mystery Shopping And Its Many Advantages [print this page] As a highly successful market research method mystery shopping has proven itself to be one of the most useful tools available today. Letting corporate entities measure the service quality of their staff the research mechanism ensures timely, accurate and details evaluations on employees adherence to company regulations, sales protocols and other specifications in business situations. A professional mystery shopping company which employs a number a number of pseudo shoppers are enlisted to carry out the market research by creating situations in which a staffs competence, diligence, courtesy and adherence to corporate policy are tested without their knowledge. Performing specified tasks that are predetermined by the client company or the mystery shopping company a mystery shopper will engage in one on one interaction with the staff of the client company to gauge realistic impressions of the quality of service. These scenarios could include purchasing goods or services, inquiring after specific products, testing the staffs patience and competence on technical aspects of the product and returning goods that were once sold. Measuring the integrity with which the employees carry out their day to day transactions mystery shoppers provide detailed feedback on their encounters and what their impressions were of various aspects of the staffs performance.
Common elements most mystery shopping exercises dwell on include observations such as the number of staff members present at the venue at the time, the time span between entering the store and the time personnel come to greet the customer as well as the names and behavioural traits of various employees that were evident during the encounter. The product ranges shown to the customer and the sales tactics used to coax to customers in to committing to a purchase are also noted in addition to how and what methods were used by the sales personnel to close the deal. Other facts such as the speed with which the entire experience concluded and whether any add-on sales were made during the experience. Secondary facts such as the cleanliness of the venue and its staff as well as their grooming and personal appearance and whether these standards comply with company policy are also examined.
