We find that the assessments of mystery shoppers are not related to customer satisfaction. In addition, customer evaluations are predictive of sales performance, while MS assessments are not.

Other things mystery shoppers may be required to observe and note include: Cleanliness of the store or facility; The personal grooming and appearance of the employees (were they properly dressed, were uniforms clean, etc.) and if employees adhered to any store dress codes.

Mystery shopping is an observational research methodology that ensures brands consistently deliver on the promises they make to customers. It leverages trained “shoppers” to go through product or service interactions across your enterprise and report back with a detailed and objective account of their experience.

Gauge the Sales Process Mystery shoppers usually visit stores for the first time. Therefore, they will give you an opportunity to learn about how first-time customers perceive your business. Mystery shoppers are pros at providing feedback, and they will tell you how your customers view your sales process.

It’s estimated that more than 500,000 people have registered as mystery shoppers in the UK, but just 10% or fewer manage to get regular work each month and this has led to a dramatic reduction in compensation.

By using a mystery shopper, you can assess staff performance and see if they’re communicating the brand promise you want your company to promote. Identifying whether the problem lies with the staff, the management or an individual initiative itself is crucial to improving business performance.

Mystery Shopping programs are design to specific requirements. It allows the company to narrow in on a specific demographic that they want to hear from. If the company does not set any specific requirements. These Shoppers will then provide objections options on the service delivered by the store/brand.