Mystery shopping can be used to measure and report back on customer service and sales standards at the point of purchase.
There are 2 types of mystery shopping:-
- 100% covert - activity is undertaken and the Mystery Shopper does not make themselves known to the outlet. Reports are completed away from the site and reported directly back to client.
- Covert and reveal - activity is undertaken and Mystery Shopper informs outlet about result of visit. This is usually tempered with an on-the-spot reward.
Benefits of mystery shopping:-
- Measurement of staff standards
- Staff commitment to promotional activity
- Staff rewards
- Increased standards
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