Mystery Shopper Programmes give you clear and unbiased information about the quality of your staff’s service performance. Using this information, you can identify areas of service strengths and weaknesses, and strengthen the former while minimising the latter.
Mystery Shopper Programmes are conducted under the following principles:
- While the identities of shoppers are “mysterious”, the objectives of the initiative must be clearly communicated to both management and employees.
- Mystery shoppers should come from an appropriate demographic spectrum which corresponds to the customer profile of the company.
- Mystery shoppers must be highly trained to allow unbiased assessment.
