Mystery shopper is a visitor of trade, service organizations. While visiting as a regular customer, they collect the information according to the task and assesses the quality of service in these organizations.
A mystery shopper comes to a retail or other service outlet, selects a product, consults with an employee and, if necessary, makes a purchase. In this situation, he can evaluate the entire cycle of work with the buyer, including the work of staff at the cash desk and even delivery and after-sales service.
The specialist performs the check in strict accordance with the legend and scenario, the questionnaire and instructions.
The employee checks the necessary object only in the time period specified in his schedule.
The employee must be courteous to the personnel being inspected (unless otherwise specified in the scenario), must have a neat appearance, a friendly smile, and competent speech.
The specialist does not ask provocative questions or create conflict situations during the evaluation process, unless otherwise provided for in the scenario of audits.
The employee will never knowingly misrepresent information or reveal incognito to the employees of the location being evaluated. The Mystery Shopper cannot conduct audits at retail and service outlets where his acquaintances or relatives work.
The employee does not differ in any way from ordinary customers.
A specialist, assessing the quality of service, pays attention to an average of 70 parameters.
The employee must control his emotions in any situation, even in a conflict situation.
The employee is able to keepa large number of various facts in mind for a long time.
Based on the results of his observations, the specialist fills out a questionnaire immediately after the audit within 24 hours.
The employee is aware that his/her assessments of the quality of service in each case will have serious consequences for the personnel of the audited company.
It should be important for the employee to contribute to service improvement through audits.
Gender
Age
Social status
It all depends on the task set for the research and the place of audit.
It all depends on the research task and the place of audit.
We conduct small interviews with each of the candidates.
We will provide you with a cost effective
and best in the industry practice
Briefing on the peculiarities of the audit
Familiarization with products and specifics of services of the inspected company, type of audit, study of the audit schedule
Familiarization
with the questionnaire
Familiarization with the main criteria of the personnel of the inspected company: appearance of employees, greeting, working with objections of the client, knowledge of the goods, identification of his needs, ability to sell the goods and others.
Getting familiarization
with the scenario
Familiarization with the algorithm of mystery shopper audit behavior.
Receiving
feedback
After all the necessary information is passed to the auditor, our staff requests feedback from the mystery shopper to check the quality of information assimilation and, if necessary, clarify the details.
Specifics of reporting
Getting to know the information on the format of filling out the report, the format of providing additional audit materials (artifacts), the deadlines for submitting reports after the audit.
Provide a secret
agent
Based on the specifics of your business and wishes
Just fill in the application form.
Our team will call you back and introduce you to all the advantages of our service.
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