Mystery Shopping (also known as Secret Shopping) has been employed by businesses for decades as an effective way to obtain real customer feedback. With relatively low cost, Secret Shoppers can discreetly visit retail and restaurant locations and rate their experiences.
When a company decides to hire Mystery Shoppers, it often sets out a list of items so each location may be judged by a universal criteria. Some criteria is specific and data driven ("How many seconds did it take for an employee to greet you?") while some is more subjective ("How friendly was the employee greeting?"). Retailers and restaurant owners often want feedback on specific items from their Mystery Shoppers, as well – For example, after the launch of a new product, or to examine employee knowledge of the return policy.
For retail, examination points could include:
- How long before the Mystery Shopper was greeted or acknowledged
- How the retail employee directs the Mystery Shopper to an appropriate product, and what products they offer
- How the employee attempted to complete the sale (eg. sales arguments used)
- If the employee suggested any add-ons or up-sells
- If the store was neat and clean
For restaurants:
- How long the Mystery Diner waited for a table
- Staff knowledge of food and beverage items
- If the server was able to steer the customer to an appropriate menu item (eg. if the customer has a food allergy)
- If the staff made appropriate up-sell suggestions (eg. coffee and dessert)
- If the restaurant and staff came across as clean and inviting
After our Mystery Shoppers submit their findings, we analyze the data and compile a comprehensive overview of how the company's stores are performing.
For Shoppers/Diners, the process is simple and fun. After you register, we will review your application to determine whether you are a good fit for our team, and if we are looking for more coverage in your area. If so, we will contact you and complete the enrollment. Registering is completely free. If you are selected, you will be provided with a shopping voucher, and you will be asked to review specific locations in your area. Your purchases are yours to keep after submitting the short evaluation form that we provide.
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