Mystery- Shopping
Technique of using independent auditors posing as
customers to gather information about product quality and service delivery by a
retail firm. The "mystery shopper" poses as a customer in order to
objectively gather information on the business being studied. Getting a
customer's view of one's business is a widely recognized tool in both the
marketing and customer service arenas. When mystery shoppers are dispatched to
visit a business, they use criteria developed by the client to evaluate the
business and focus primarily on service delivery and the sales skills of
employees.
Mystery Shopper
Person hired by a market research
firm or a manufacturer to visit retail stores,
posing as a casual shopper to collect information
about the stores' display, prices, and quality of their sales
staff.
Benefits of Mystery-Shopping To a Business/company.
Some of the benefits your business
will enjoy:
- Determine customer satisfaction and improve perceived levels of service
- A customer's view of your business will help you increase profit
- Report competitive strengths and weaknesses
- Confirm the integrity of employees, company procedures and internal controls
- Supports an incentive program that will boost employee productivity & loyalty
- Identifies problems whether large or small
- Targets your limited training resources
HOW WE DO IT!
Shopper
Preparation
Shoppers prepare in advance for
their mystery shopping assignments by reviewing detailed guidelines about each
client’s needs. The custom-designed mystery shopping forms address those issues
that are particularly important to the client in a format that is easy for both
the shopper and client to understand.
The
‘Shop’
Armed with information about the
business, the mystery shopper visits the client’s locations. Simulating a
normal customer experience, the mystery shopper pays careful attention to every
detail of the visit, from the cleanliness of the store to the friendliness of
the employees, their sales ability and their product knowledge.
The
Mystery Shopping Report
After the visit, the mystery shopper
completes the online mystery shopping form. This form, which contains space for
detailed comments, gives the company’s management team a “bird’s eye view” of
how customers are being served.
Quality
Assurance Guarantee
Before mystery-shopping reports are
transmitted to the client, each one is carefully reviewed by our Quality
Assurance Team to ensure that the shopper has addressed all of the issues
important to the client
Rawlings Ohawa
0700262719
Jerawlz Mystery shoppers
Jerawlz@gmail.com
NAIROBI, KENYA
