A mystery shopping service can be a fantastic way to gain insight in your company. The mystery shopper will visit your place of business, whether it is a hotel, a restaurant, a retail store or any other type of business and pose as a customer. They will perform an interaction while making notes on the appearance of the shop, the demeanor of the staff, the service received, the quality of the product, the cleanliness of the facilities and any other aspect of the experience. Then, they will submit this information to you in a report so that you can see where your successes and failures are and improve your business.
When you are hiring a mystery shopper there are a few things that you will need to ask them in order to determine whether or not they are the right fit for your business. Here are a few of the questions you should pose when you are considering a mystery shopping agency.
How Do You Submit Your Report?
When the mystery shopper has visited your place of business, how do they go about submitting their report to you? Do they write up an assessment or do they send it to you electronically? Are you able to ask questions about their experience, or is that not part of the service? Ask the mystery shopping agency what their service offers and what kind of data they will be offering you at the end of their mystery shopping experience.
Do You Have Experience with My Industry?
Ideally, you will want to hire a mystery shopper who has had a lot of experience with the type of industry your business is within. This means that they will be able to offer suggestions and insight into how you can improve and that their guidance will be based on a knowledge and understanding of what customers in your industry want.
For example, if you are a hotel hiring a mystery shopper you will want to choose someone who has a knowledge of the tourism industry so that they will be familiar with what travellers are looking for in a good hotel experience and what you can do to offer your customers more.
Can You Look at Specific Aspects of My Company?
When you hire a mystery shopper, it is very helpful to be able to meet with them beforehand and give them a specific brief about particular aspects of your business that you would like them to look at. For example, you might have a current promotion going on in all of your retail stores and you want to ask the mystery shopper to check to make sure that all of the displays are being presented in the correct way.
How Many Visits Can You Do?
Do you want to send the mystery shopper to your business just once, or multiple times? When a mystery shopper visits several times, they will have a chance to see things that might not have been apparent the first time. Also, when you put measures for improvement in place you can send the mystery shopper back to see if they are working or not. This will give you an ongoing perspective on how your company is doing, rather than just a snapshot of a single visit.
What Are Your Fees?
Of course, budget is something that you will need to take into consideration when hiring a field marketing company. The mystery shopping agency that you hire will need to fit within the budget that your company has for research and improvement.
However, the good news is that mystery shopping offers you a great return on investment. You will gain incredibly valuable insight about the customer experience at your place of business and you will receive personalized advice on how to improve. You will be able to see exactly what the stumbling blocks and flaws in your business are, so that you can improve on them in the future.
These are just a few of the questions that you should ask when it comes to hiring a mystery shopper. When you have found the right mystery shopper for your business, you will be on your way to improving the experience for your customers and striving for increased success.