How Does Mystery Shopping Work?

Three services mystery shoppers can provide

In this article from Investopedia, some examples of mystery shopping and how it can benefit the end-user, the customer, are explained: Branding A mystery shopper can check that an establishment has “brand integration”—otherwise known as providing a product or service that is consistent with the company’s image. If signage and advertising suggests one thing, but [...]

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Mystery shopping programs explained

The true value of a secret shopper service such as Customer Perspectives is knowing what’s really going on in your store when management isn’t around. A good mystery shopping service will set up a customer service evaluation program for you that is based on needs that you have identified. This article explains some of how [...]

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Mystery Shoppers Move into 21st Century

[adapted from 1to1 Media newsletter] Social media like Facebook ad Twitter aren’t affecting the value of hiring a mystery shopping service. That’s the view of Customer Perspectives owner Judi Hess and others in the industry. Mystery shopping is “a means to measure customer service, product knowledge, and sales ability,” Hess said. It offers subjective, targeted [...]

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Use mystery shopping? Share the data across departments

(By Judi Hess – President, Customer Perspectives) If you’re a bank that has used the services of a mystery shopper company such as Customer Perspectives, you’ll get more value from your investment if you share the resulting data across departments and encourage those departments to use and act on that data. Here are five ways [...]

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Customers don’t want excuses, they want service

Customers do not want to hear about your problems when you fail to meet their expectations. They don’t care that it was your…suppliers’, employees’, weather’s fault. They want you to do what you said and, when you can’t, set it right. No matter what went wrong, if you own the business, you are responsible and, [...]

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Searching for a mystery shopping company? Look for quality

Businesses that need the services of a mystery shopping company too often look at the quantity of reports that a company can provide when, really, it should be about quality, according to this expert. The primary purpose of a mystery shopping company such as Customer Perspectives is to gather and provide data, but the business [...]

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Look at Your Business from the Customer’s Angle

From your customer’s point of view, your business practices may look a lot different than you think.

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Braintrust Query: Are Mystery Shops ‘Constructively Negative’?

A study published in the November Journal of Marketing attempts to answer two important questions applicable to mystery shopping programs: 1. Are shoppers who expect to evaluate service delivery inclined toward “constructively negative” evaluations regardless of the actual experience? 2. What can be done to reduce the negative bias of survey respondents? In brief: 1) [...]

Unraveling the Mysteries of Mystery Shopping

While the perspective of the customer may not always be the most accurate, it certainly is the most important if you want to make your franchise a successful one. If customers experience poor service at one branch of a chain, it affects the chain as a whole, not just that particular outlet of it. Customer [...]

Undercover shopping a mystery to many

It’s 9 a.m. on a recent Saturday and about 40 people are seated in rows of tables at the Embassy Suites Hotel Nashville near the airport, having paid $115 per head to become gold-certified mystery shoppers, the top brass of undercover customers. They are learning the ins and outs of the latest technology and techniques [...]

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