Mystery Shopper Checklist

latest news about Mystery Shopper Checklist: Mystery Shopping is a type of Market Research where folks are qualified to observe, experience and evaluate the customer service process of organization. A Mystery Shopper acts as a customer and undertakes a series of agreed tasks, which monitor the feature of customer service. Then in a detailed and objective way, they report back on their experiences. For example, a tenant Mystery Shopper may be asked to phone their landlord and request a repair. They would have to monitor how long it took staff to answer, how they were greeted, and how professionally their request was handled – was the member of staff polite and informative? By completing a questionnaire, The Mystery Shopper would then have to report back accurately and objectively.

Mystery customer research’s intention is to provide management information to the association. By providing information on the quality of their current service to the customers, Mystery customer research is intended to assist the organization to focus on customer service improvements. It is expected that tenants take 10 minutes to carry out each mystery shop and 20 minutes to complete the questionnaire so; making complete one mystery shop takes a total of half an hour. When tenants would carry out their mystery shops, they will agree specific times with each tenant. This is normally done over a few days, making one mystery shop a day, so as not to attract attention.
Tricks to Use Mystery Shopper Checklist:

People have to make sure that their mystery shop report is the best it can be, before they click on “submit” option. To avoid some common mistakes, use this checklist.

Make sure that the date, time and location information is correct. You have to visit the right location on the right day and during the allowable hours.

Answer all questions and provide all required comments and narratives. Though, with unanswered questions, most systems will not allow you to submit a report, the system can not always tell, for example, whether you have provided a comment for each “no” answer.

Did you answer “N/A” appropriately? Use N/A when the question truly does not apply, such as questions about the drive through when the location does not have a drive through. Do not use N/A because you forgot to check something.

Your comments should be relevant. Are they consistent with your yes and no answers? Do your comments expand on the yes and no answers and provide additional information? That means your comments should not simply restate the question (e.g., “Sally greeted me within 30 seconds.”).