Number of registered Mystery Shoppers
- + for Clients
- What is Mystery Shopping?
- Inspections
- Difference between Mystery Shopping and Market Research
- What can be measured?
- Involvement
- Myths and Pitfalls
- Methods
- Guidelines and Ethics
- Quality assurance
- Certification
- Shopper profiles
- Reporting online
- Benchmarking
- Audio reporting
- Alert reporting
- Identification
- Global projects
- Incentive programs
- Communication
- Read more
- + for Shoppers and Inspectors
- + FAQ
Identifying individuals
If our client wants individuals and units to be identified in the reports, to enable giving feedback to the right persons, the company has to confirm to Better Business in writing that the information will be used ethically correct in the whole organization and that individuals will not be punished. All employees must of course be informed that mystery shopping will take place, how and what will be measured and how the results will be used.
One can never draw conclusion from one single report! If a customer received wrong answers from one of the employees, it is not unlikely that also other employees would have answered the same way. Maybe all employees need information and more training. Neither can one be sure that this particular employee always would act the same way.
Everyone can have a bad day, forget or not have the strength to be happy and courteous. Training, feedback and coaching can make unmotivated employees to change their behavior. It is the managements’ responsibility to do this and Mystery Shopping reports can be supportive in the work to identify areas for improvement. It is also the managements’ responsibility to secure that Mystery Shopping reports are used in the right way.
