Published on February 19, 2014
Mystery Shopping What’s it all about?
Key points Mystery shopping is a research technique. • it collects information about organisations through individual employees • the researcher does not declare his/her presence and • the respondent is unaware at the time of the interaction that it is in any way different from a normal customer contact
Legals Mystery shopping is therefore subject to: • the Market Research Society Code (subcontracted) and the • Data Protection Act (sub-contracted and DIY / peer)
Best Practice Research relies on the confidence of those involved that it is conducted: • honestly • objectively • without unwelcome intrusion and • without harm to respondents
Mystery Shopping Types There are three types of mystery shopping: • Own Organisation • Competitor Organisation • Regulatory Organisation
Mystery Shopping Outputs Each has a distinct focus for its outputs: • Own > staff training and development • Competitor > management benchmarking • Regulatory > monitoring standards and compliance
Mystery Shopping Disclosure On this basis, the audience may differ too, for example: • Own > senior management, line manager, team and / or individual employee • Competitor > senior management • Regulatory > government, trade or professional body and senior management
Informed Consent Whenever mystery shopping involves: • recording • monitoring and • observation subjects must be informed about this before it takes place
Mystery Shopping a Competitor? You are without consent, so: • never record them • never waste their time • nor disrupt their work • and report a cohort only e.g. opticians in Nottingham
Mystery Shopping Yourself? Once you have advised your team that service delivery may be checked from time to time through mystery shopping, you need to share: • the objectives and intended uses of the results • whether these may be used in relation to terms If you are using audio or video to record a mystery shop, the Data Protection Act applies, so staff must be aware of specific uses – planned and potential.
Recording a Mystery Shop? It’s a good idea to share a disclosure checklist like this to explain your purpose and audience. who accesses what and why Individual employee recording and record sheet performance management Employee’s line manager recording and record sheet performance management Employee’s team anonymised record sheet staff training Senior Management all outputs strategic planning Consultant /coach /mentor all outputs strategic planning
How may we help? Zero-credit is a full-service research agency, specialising in financial services. We also train clients to conduct research that includes: • market analysis • trend spotting • customer experience • consumer behaviour • outcomes evaluation
Report Examples Assessment Forms. For each ... Mystery Shopping. About Mystery Shopping A Guide to Mystery Shopping
Mystery shopping or a mystery consumer or secret shopper, ... Mystery shopping can be used in any industry, with the most common venues being retail ...
Where can I find basic information about TCF ... Report lost or stolen cards immediately by calling Consumer Lending Customer Service. TCF provides zero ...
Mystery shopping, which is one form of ... Mystery Shopper Training and Certification ... Certification covers the basics of mystery shopping, ...
Free Download OR Read Online to Books Mystery Shopping Guide Reviews at our Complete and Best Library ... Visual Basic Programming Challenges Solutions
The Mystery Shopper’s Manual is your complete guide to launching and growing your shopping career, ... Mystery Shopping Basics;
About Us Mystery Shoppers Ltd are specialists in mystery shopping and customer satisfaction research. The company was ... A Guide to Mystery Shopping
BARE is the most trusted name in customer experience research. Customer experience services such as mystery shopping, audits, surveys, interviews and ...
click here to view sitemap. about why join history mission & vision code of ethics board provider search news & media events advertising sponsorship mspa ...