Mystery Shopping 101 – The Secret Weapon In Your CX Assessment Arsenal


mystery shopping tips

You always attempt to deliver the best-in-class services to attain maximum customer satisfaction and loyalty towards your brand. But there are times when even after putting in your best efforts; you find it difficult to attain your goal. Do you know why? This is probably because you have spent most of your time on your products’ promotion rather than evaluating your customers’ satisfaction level with your services. Therefore, it is extremely important for brands like you to get a customer experience evaluation done using programs like mystery shopping and ascertain the right and wrong in their customer service strategy.

Mystery shopping is an advanced methodology or process that helps evaluate the performance of the employees at a retail store. This process is carried out by different individuals who are hired to pretend as a customer at the store and evaluate their employees’ performance. The performance evaluation is done on the basis of how well the employees are able to build a rapport and convince the shopper to make the purchase. This evaluation is a great tactic to identify the customer’s perception of a store when he/she enters it and the experience he had when leaving it. The evaluation report can then be used to create an improvement plan that may help strengthen the overall customer experience.

Implementing A Mystery Shopping Program

A mystery shopping program is implemented to develop an improved understanding of the ways in which a better customer experience can be delivered. But, what matters the most is finding the right way to get it done within your budget. While many might think that outsourcing it to an external team is the best deal, your in-house team can also execute the process if planning is done precisely.

Following are a few simple steps that can assist you to implement an effective mystery shopping program for your organization. These include:

1. Determine Your Goals

A mystery shopping program can serve multiple purposes like ascertaining common customer concerns, quality of service delivery, etc. But, knowing the exact goals and purpose of implementing this program can serve as a great help. Identify factors like your major goal for mystery shopping, your target audience, the information you wish to find and how to use it. Once done, make sure that these findings are tailored well with your program.

2. Know Your Budget

Before putting your plan into action, it is important to know the amount you can spend on this particular project. This is generally based on your goal behind implementing the program, the cost of its management platform, any purchase to be made and other miscellaneous costs. You can also do a market analysis to know the current market rates so that you may be in a better position to decide your budget.

3. Choose The Right Mystery Shopping Platform

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