Mystery Shopper

• This is a person hired by the business to go undeciver and pretend to be a shopper. They then evaluate the quality of service provided when purchasing from the business.
• Advantages:

  • Feedback is received that can be used to improve processes.
  • Training needs can be identified.
  • Improves customer retentions.
  • Monitors quality of products and services.
• Advantages:

  • Improves employee awareness of the importance of customer service.
  • Reinforces positive action by offering an incentive-based reward system to employees and managers.
• Disadvantages:

  • Staff may feel threatened and must be informed that mystery shoppers may be used.
  • It can be expensive - they have to pay the mystery shopper.
  • The mystery shopper only experiences one day/one branch which may not be representative of the whole business.