TOP 15 BEST PRACTICES OF MYSTERY SHOPPING
The Best Mystery Shopping Suppliers:
- Before selecting a shop project, read the notification thoroughly to verify you can complete the shop project on time. Fully understanding the client objectives prior to the shop will enable you to present the required scenario during the shop project.
- When doing shops that are new to you, it is helpful to check the client’s website beforehand to gain insight about the organization.
- Check your personal planner to make sure you don’t have any scheduling conflicts. Be sure to include the estimated drive times in your scheduling. After selecting a shop project, become familiar with the requirements of the shop by reading the client objectives thoroughly. Always preview the evaluation form associated with the shop to understand what is expected of you during the shop. Contact the shop project’s scheduler with any questions or concerns prior to arrival for the shop.
- Allow plenty of time to execute the shop project. Be sure to review the evaluation form and client objectives again before executing the shop so you are clear on client expectations. Also, allot time for personal issues that may arise, such as sickness and/or vehicle breakdowns. Therefore, being exceptionally early is better than running behind or even on time.
- Print the evaluation form, client objectives, and other pertinent information for a shop and retain your files if you do the same project multiple times.
- Always check to make sure the evaluation and client objectives haven’t changed. Clients’ needs change. Don’t assume they are the same even though you have prior information for a shop on file. Be prepared. Create a scenario (or review a required scenario) before entering the location (critical for any successful shop project execution). Practice makes perfect!
- Do not appear awkward or uncomfortable. You will have to be in a store longer than an average customer normally would. Dress appropriately for the job. You do not want to ‘stand out’ from other customers in the business you are shopping.
- Try not to “feel” like a mystery shopper but an actual customer. During any regular trip a consumer makes, they are doing the same as a mystery shopper without the attention to detail and chance to directly represent their experience.
- Never complain to any person, staff member or customer while on location.
- During the execution of any shop project, get the first name of any associate you may have encountered and/or interacted with.
- Keep track of your times. Write down your arrival time before entering the shop. Upon completion, write down the amount of time it took to be serviced, as well as your departure time. This is essential because you do not want to take notes during the scenario.
- When completing an observation shop, make sure to place yourself strategically. You want to be close enough to observe employee/customer interaction yet far enough away as to not seem suspicious. You must not be pointed out or noticed by the object of the shop. You want to ‘blend in’.
- Observe industry standards and ethics. Always maintain professionalism no matter what level of service you receive during the shop project.
- Notify the scheduler immediately if there is a problem with a shop. Don’t try to guess at what should be done or what the client might want. The scheduler has the most accurate information on the client’s wants and expectations. As well as resolving any problems that may occur.
- Make your notes as soon as you leave the establishment so you remember specifics.
- Before applying for an assignment, read guidelines to be sure you know what is required so you know you can perform the assignment.
- Make sure you can afford the required purchase
- Know what is required to be reimbursed