What Is A Mystery Shopping Company, Or MSP?
A mystery shopping company is a service used by companies to evaluate and their customer experience and product and service offerings. Mystery shopping companies may also be used for market research purposes to evaluate industry trends or to provide watch-dog organizations with specific information regarding products, services, or the customer experience of specific businesses or industries. Wikipedia has a great resource about Mystery Shopping if you want to dig a little deeper.
What Makes A Successful Mystery Shopper?
An ideal mystery shopper will be reliable and follow the mystery shopping brief in order to provide the client with insight into the service or product offering that they are evaluating. A good mystery shopper is friendly, and approachable and will have a keen eye for details and above all else will behave just like a regular customer. They will also have exceptional writing and communication skills so that they can easily communicate the details of their mystery shopping visit to the client. And lastly, a good mystery shopper will be able to follow directions and stay focused during their visit, working to address and uncover the insight that clients are truly interested in. We have resources in our blog about how we grade shopper reports and how we suggest you install grammarly to ensure your product (submitted survey) is top-notch!
What Is The Purpose Of Mystery Shopping For Businesses?
The purpose of mystery shopping for businesses is to evaluate different areas of a business, in order to determine areas for improvement. Whether it be staff and employees, services provided, user experience, or product offering, businesses that enlist mystery shopping companies are then armed with the necessary data and information to make business improvement measures to improve customer satisfaction, sales and profits. Mystery Shopping can also be used for Competitor Intelligence, Compliance Auditing, Integrity Audits, Employee Rewards and Investigative purposes. There are so many ways to use the Mystery Shopping Methodology to drill-down and gain objective evidence that aligns with the KPI's you need to measure.