Mystery Shopping

Mystery Shopping with Intelligent Insights NI

A short guide to Mystery Shopping with Northern Ireland’s favourite Mystery Shopping service – Intelligent Insights NI.

What Is Mystery Shopping?

Mystery shopping is a service provided by independent contractors who visit businesses to gather information about the quality of products and services. Mystery shoppers pose as customers when they visit these businesses in order for them to collect information. Posing as customers enables mystery shoppers to camouflage and collect data objectively. Having a customer’s view of operations will make them know what exactly happens within these places.

Businesses such as banks, restaurants and service providers can be able to benefit greatly from mystery shopping. They can re-strategize on how to deliver better products and services to their customers. This can be done from reports that are completed by mystery shoppers.

Responsibilities
The primary role of mystery shopping is visiting different retailers. They evaluate the overall experiences that they have had within these stores. They remain discreet throughout the shopping experience.

Mystery shoppers travel to different stores in order to get the whole experience of businesses. For instance, mystery shopping for a bank would involve transversing various branches of a bank. This would enable one to know what goes around within the whole establishment.

Notes are usually taken during such visits. These are used when coming up with reports and recommendations. These independent contractors may sit down with the senior managers of such establishments to discuss the experiences that they had.

Any purchases by mystery shoppers are made using their own money. One may buy a cup of coffee at a restaurant with his or her own money that is later reimbursed. This is done after all assignments are completed. Restraint should be made so that one does not go over the budget made by an employer during purchases.

Specific instructions may be issued by an employer in regards to shopping. An employer may also instruct a mystery shopper to purchase a specific product or service. Receipts of these purchases are required at the end of an assignment.

Mystery shopping involves interacting with employees. These may include waiters, cashiers and salespeople. It also involves interacting with managers. These interactions may be the form of questions about services and products. These questions need to be asked the same way a regular customer would.

Evaluation of customer service levels and skills is done through these interactions. Other factors such as selling abilities of employees can be gauged through these interactions. The behaviour portrayed by employees can be observed and be crucial during reporting. Some answers to questions asked may be noted together with employee names.

Filling out a questionnaire on the whole experience needs to be done. This encompasses the services offered together with the visit. Details about the experience need to be included within a report. This report is then forwarded to the employer. Confirmation of the assignment’s completion is done by going through receipts and the report.

Required Skillset
Mystery shoppers need to be highly motivated and energetic people. Since it involves moving around from place to place, one needs to be energetic. Motivation makes the whole experience easier since one is able to manoeuvre and do the job without losing morale.

The communication skills required in mystery shopping have to be excellent. Both written and verbal communication is required. This helps create rapport and build relationships. One is also able to understand the requirements of the different assignments. Reporting becomes an easy task when one is excellent in communication.

Objectivity and honesty are critical in mystery shopping. One has to be objective and result oriented. This will ensure that reports are unbiased.

Mystery shopping can be a great insight provider for businesses. It can help them to know where they are going wrong. They can then institute corrective measures to ensure that they are able to achieve customer satisfaction. It can also shed light on what a business is doing right. This can assist businesses in strategy development for service delivery.