Mystery Shopping: by visits
Mystery shopping visits can either be built into a
telephone-based programme, or run as stand-alone projects, as is more
Depending on the nature of your organisation, the classic mystery shopping
visitor approach may be more relevant than telephone or postal mystery
In a typical mystery shopping program, a "shopper" is briefed to participate
in a service encounter. The shopper is given a scenario, which might include
a list of items to buy and questions to ask. Based on the observations made
in the outlet, the shopper fills out a questionnaire.
Of course, many questions could be asked about the encounter: questions
about the accuracy of the cash transaction, any cross-selling attempted
by the employee, the quality of the items purchased, the cleanliness of
the establishment, etc. The exact breadth and depth of the shopping scenario
is developed as a result of discussions with the client concerned.
All visit mystery shops are broadly similar in purpose but they are different
in many important details. Each Shopper Programme run by MarketChecker is
individually designed to the brief of the client, with complete
freedom of choice of reporting method. Video or tape recording of shopper
visits is available should a client wish for this depth of study.
Ask us for a quotation, or just call us for an informal chat: we think
you'll be pleasantly surprised.