Mystery Shopping and Reviewing

Effective Mystery Shopping

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Given my realistic, critical, and blunt personality, working as a mystery shopper has been one of the most fun yet challenging experiences I have ever decided to undertake.
My mystery shopping experience typically involves note-taking, interacting, evaluating, analyzing, and reporting. However, what differs effective mystery shoppers like me is having high attention to detail, and past experience in the industry. Additionally, as a marketing consultant, not only do I provide a complete report for every mystery shopping experience, but viable solutions to go hand-in-hand with each and every report.

68 %

of customers leave because of poor staff attitudes and behavior.

14 %

Poor range or quality of goods.

9 %

Poor value / price.

5 %

Adapt new habits and behavior.

3 %

Move away.

1 %

Pass away.

98 %

of customers who leave do so without complaint and typically tell 7 to 10 others of their dissatisfaction.

37 %

of Customer Service Spend is thought to be “unimportant” or “of little value” by the customer.

27 %

gap between the service that managers feel they are delivering and the service level perceived by the customer.

Employee Interaction

One of the most integral parts to Mystery Shopping involves talking to employees at the stores, restaurant, or online (email or live chat). Shopping jobs frequently require questions to be asked. For example, asking a sales associate about the differences in the types of televisions the store sells. This information helps a shopper rate the level of customer service, which is often the area in which the company hopes to gain the most information. Such information about shopper’s experiences are used by companies to develop, monitor, and alter approaches to customer service.

Make Purchases

As a mystery shopper, I constantly strive to carefully purchase items during my trips to businesses similar to any customer. Typically buying specific items or specific types of items within a company-set limit amount to spend. Therefore, I always guarantee caution and restraint when making purchases.

Writing & Filing Reports

As a mystery shopper, writing reports about my shopping experience is a must, as it provides proof, analysis, and feedback of the mystery shopping experience conducted at their store. Some companies require a written report within the first 24 hours, whilst others typically give mystery shoppers enough time to include additional feedback or analysis. Others may require a preformatted text area to be filled. Whilst some provide digital forms or surveys to complete using Microsoft Word or another software program. My reports always include details and analysis about the shopping experience, along with notes taken whilst mystery shopping. Additional possible solutions can be advised in the report when and if required.
After writing the report, they are then sent to the company. Some companies require the report to be emailed, whilst some require them to be submitted through their platform, or done at their office.

Reviews and Feedback

Product reviews are an essential part of an online store’s branding and marketing. They help build trust and loyalty, and typically describe what sets your products apart from others. Reviews help your store increase sales, and can convince customers to leave more of them.
Reviews help your store increase sales, and can convince customers to leave more of them. The immediate benefit of reviews is that they can make your future customers feel that much more confident. The more reviews you have, the more convinced a shopper will be that they’re making the right decision.
Reviews can help increase a store’s online presence, too. Since customer feedback appears on each product’s page, reviews can help pages be found on search engines via unique keywords. Additionally, if customers share products they’ve reviewed across their social networks, it’s additional exposure for those products and your brand.
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Ready to Start?