Mystery Shopping -
Its Objective & How we do it

Mystery Shopping & its Objective

Mystery shopping is a research technique used by businesses to evaluate the quality of service and overall customer experience delivered by their employees.

Mystery Shopping - MG Dhrishyam

It involves hiring individuals, known as mystery shoppers or secret shoppers, who pose as regular customers and visit or interact with a business to assess various aspects of the customer journey.

The main objective of mystery shopping is to gather unbiased and detailed feedback on aspects such as customer service, product knowledge, employee behavior, cleanliness, store atmosphere, and adherence to company standards and policies. Mystery shoppers typically follow predefined scenarios or guidelines provided by the business to evaluate specific areas of interest.

During a mystery shopping visit, the shopper observes, interacts with employees, and may make purchases, ask questions, or engage in other activities to simulate a genuine customer experience. They document their observations and impressions using standardized evaluation forms or report templates provided by the business.

The collected data and feedback from mystery shopping visits are then analyzed to identify strengths, weaknesses, and areas for improvement within the business. The insights gained from mystery shopping evaluations help businesses make informed decisions, develop training programs, implement process improvements, and enhance the overall customer experience.

Mystery shopping can be conducted in various industries, including retail stores, restaurants, hotels, banks, healthcare facilities, and other service-oriented businesses. It provides a valuable tool for businesses to assess their performance, measure customer satisfaction, maintain service standards, and drive continuous improvement.

Mystery Shopping by MarketGenics

Mystery shopping is a valuable tool for businesses to assess and improve their customer experience. 

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Here’s an overview of how mystery shopping is typically conducted by MarketGenics:

  1. Planning: We collaborate with your business to understand your specific objectives and requirements for the mystery shopping program. This includes identifying key performance indicators (KPIs), target areas, and desired outcomes.

  2. Shopper Selection: We carefully select and train a team of mystery shoppers who match your customer profile and possess the necessary skills to evaluate various aspects of your business. This ensures that the mystery shoppers can provide valuable insights and feedback.

  3. Scenario Development: We work closely with you to develop tailored scenarios or scenarios based on your specific requirements. These scenarios outline the tasks and interactions that the mystery shoppers will perform during their visits or interactions with your business.

  4. Mystery Shopping Execution: The selected mystery shoppers carry out their assigned visits or interactions, acting as regular customers. They pay attention to specific aspects such as customer service, product quality, store cleanliness, staff knowledge, and adherence to company policies. They may document their observations using detailed evaluation forms or record audio/video, depending on the agreed-upon approach.

  5. Data Collection and Analysis: After the mystery shopping visits are completed, the collected data and feedback are compiled and analyzed. This analysis helps identify strengths, weaknesses, and areas for improvement in your business operations and customer experience.

  6. Reporting: We provide comprehensive reports that highlight the findings and insights from the mystery shopping evaluations. These reports typically include quantitative data, qualitative feedback, and actionable recommendations to enhance your business performance

By utilizing mystery shopping services, your business can gain valuable insights into customer perceptions, identify areas of improvement, and ultimately enhance the overall customer experience.

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