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Its good question and in order to answer it I must provide you some details first
I worked as mystery shopper for two brands
first one provided me with48 pages document which I had to fill, it was fully detailed and amazing.
second brand, he requested me to go and write review about my visit
anyhow, on both visits I noticed mystery shopper will not see complete truth about shop from single visit, as I recommended both brands to my friends (based on my visits) and their experience was very bad.
so as result, sending mystery shopper once or twice will not be enough and should be multiple visits by multiple shopper in order to get good result
This is what I think about mystery shopper :-)
of course :) ...
Well it depends upon the nature of task assigned to the mystery shopper.
If you want to check the performance of your employees, it helps by adapting a different method for each department of your company.
For example for the departmental store staff, their performance is measured by making visits and than evaluate them according to the scale provided to mystery shopper.
Secondly if you want to evaluate your customer services department, than it will be beneficial for you to hire mystery shoppers so that they can contact your staff anonymously and give you the feedback. Keeping a strict eye that mystery shopper doesn't reveal himself.
I will be beneficial for the companies in order to get the information about their competitors product, services and their pricing method, so that you can design your plan by viewing all the difficulties you will be facing in the Market.
Yes of course,at any given time you can prove that you are good employee if the mystery shopper give you a high grades on his/her visit,and necessarily you don't this is how you measure your self if your doing the right thing at any given time.
Of course.
It's one of the way in measuring your establishment service quality, but yes, Absolutely!
If it is a continuous process I believe it would contribute positively to the success of your customer service operation as it would uncover areas of improvement or change.
Yes, in my opinion, mystery shopper is an excellent way to measure the quality of the customer service. it gives an apparent picture of what you are actually being provided against what was offered. but there are also possibilities, where the area being covered by the mystery shopper is a strong bone of the establishment and the weaknesses are left unseen. But then again, there are chances you always want to take. Thanks.
Not really because each customer has a different personality so he will be treated accordingly.
