What is Mystery Shopping?
Mystery shopping involves anonymous individuals, known as mystery shoppers, who assess various aspects of your business by acting as regular customers.
This includes testing points of sales, verifying employee performance against training standards, ensuring staff display in-house marketing materials, collecting competitor data, and evaluating phone calls and website systems. Over time, mystery shopping provides businesses with raw data about their overall health, pinpointing where revenue or opportunities for revenue may be lost.
What’s the Difference Between Mystery Shopping and a Customer Experience Survey?
A customer experience survey captures customers’ opinions about their experiences. For example, a customer may have had a positive experience because an employee was friendly and warm. However, did the employee offer another glass of wine or an appetizer before the entrée? Was the waiter prompt in clearing plates within three minutes of the guests finishing their meal, and did they provide personal touches like mentioning a favorite dessert? How quickly was water refilled, and why was a free drink given to the table in the corner? Additionally, photos revealed that three out of four toilets in the bathroom were out of toilet paper, and tissues were scattered on the floor.
Data doesn’t lie. With mystery shopping, you receive concrete information about your business’s performance. It measures where employees are adhering to training protocols and where they may be falling short. This allows you to address issues before they impact your revenue. Discover the truth about your business today—schedule a free consultation call.