THE OFFICIAL
MYSTERY SHOPPER


What is a MYSTERY SHOPPER?



Mystery shopping is the use of trained observers who act as "normal" customers in order to test services according to a pre-determined list of criteria. Mystery shoppers are also referred to as test customers, service-testers, or test buyers.


As a Mystery Shopper I am usually tasked to say what I think about services I have deliberately been asked to test. Of course, I give my opinion objectively and in a well-informed and factual manner.



How doES MYSTERY SHOPPING work?



A mystery shopping project starts with an email invitation to fill in a brief screening questionnaire. This is to check whether I am part of a typical customer group of the company to be tested – I don't want to stand out by looking out of place in the shop!


If I am suitable for the project and are assigned to the job, I will get a full briefing. This will usually include written documentation and an interview with the project managers. That way, both parties can be sure that everything has been understood and I can happily proceed to the assignment. Needless to say I will be careful on location and ensure nobody notices that I am a test customer!


When I have completed the assignment, I will fill in a questionnaire about my experience on a tablet PC or at home. I will know the questions in advance so I will be able to make sure during the assignment that I can answer all the questions.


By the way, I rarely buy anything on test-buying assignments. It is frequently just the quality of the advice that is tested. If I have to buy something, for example to test the payment procedures, I will be told exactly in advance how to cancel the transaction or get a refund.



What sorts of mystery shopping are there?



Mystery shopping is used in all sectors where companies come in contact with their customers, such as in retail outlets, catering facilities and hotels, call centres, hospitals and workshops.


These customer interfaces are where decisions are made as to whether a product or a service will be bought, whether customer needs are satisfied and, lastly, whether the customer will use the company's services again or recommend them.


I have had plenty of experience with both good and bad service. But I was unable to tell those in charge or nothing changed? In that case, mystery shopping is a great opportunity for me to have a careful and objective look at a company's services and to make my opinion be heard.


The following examples will give you a better idea of what mystery shopping assignments might look like:


  • At a telecommunications provider, I check to see whether the customer advisor offers me the right product for me and my personal situation.
  • I obtain advice from a flower retailer's hotline to see whether the company's customer advice concept works on the telephone.
  • At a tyre dealer's, I seek advice on tyres for my actual car. Then I attend a competitor with the same questions. I then compare the advice I got from both dealers.




THE OFFICIAL MYSTERY SHOPPER



theofficialmysteryshopper@gmail.com | Phone: +65 92742794