Mystery in Shopping
Mystery shopping is a concept of service evaluation by means of personal interaction with a service provider
A mystery shop is the most effective and least expensive way to define a reality. Once an owner or manager has a big organization and cannot afford to supervise the operations 24/7, a mystery shopper will be able to provide necessary information to paint a reality picture while the person in charge is absent. In other words, a mystery shop is a reality snapshot.
Why and who needs mystery shops?
Most businesses strongly rely on customer service. Many times it is the only factor that differentiates the business from its competitors. Leaders often rely on the unbiased information delivered by a third party avoiding all layers of managers and supervisors. Why “third party?” - Because third party does not have vested interest to provide biased information or favor either party. Another words, the shoppers are not prejudiced, are not predisposed of the shop results
The following transpires as a result of mystery shops.