Mystery Shopper or Secret Shopper, is a tool used externally by companies to measure quality of service, or compliance with regulation, or to gather specific information about products and services. The mystery shoppers aim and identity is generally not known by the establishment being evaluated. Mystery shoppers perform specific tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain way, and then provide detailed reports or feedback about their experiences.
Mystery shopping is established to measure employee integrity. Tools used for mystery shopping assessments range from simple questionnaires to complete audio and video recordings. Mystery shopping can be used in any industry, with the most common venues being, Bank, Retail stores, hotels, restaurants, fast food chains, banks, Gas stations, car dealerships, apartments, Health clubs and health care facilities. Mystery shopping has become abundant in the industry using the tool to assess and improve the customer service experience.
When a mystery shopper company or an individual is engaged, a survey model will be drawn up and agreed to which defines what information and improvement factors the client company wishes to measure. These are then drawn up into survey instruments and assignments that are allocated to shoppers registered with the Nigeria mystery shoppers Provider, Shoppers are often given instructions or procedures to make the transaction a typical to make the test of the knowledge and service skills of the employees more stringent or specific to a particular service issue, For instance, mystery shoppers at a restaurant may pretend they are Disgruntle customer, or a clothing store, mystery shopper could inquire about Account Balance in a Bank. Not all mystery shopping scenarios include a purchase.
While gathering information, shoppers usually blend in as regular shoppers at the store being evaluated. They may be required to take photographs or measurements, return purchases, or count the number of products, seats, and people during the visit. A timer or a stopwatch may be required.
After the visit the shopper submits the data collected to the mystery shopping company, which reviews and analyzes the information, completing quantitative or qualitative statistical analysis reports on the data for the client company. This allows for a comparison on how the Bank or Telecommunication Company are doing.