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“Membership put my Profile in the hands of over 80 Leading Mystery Shopping Firms” |
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Basic and Essentials |
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What does a Mystery Shopper do? |
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The primary responsibility of a shopper is to pursue answers to questions on the inspection check list.
Shoppers may be asked to complete a very simple questionnaire of “Yes & No” type answers; complex and detailed reports asking over 100 detailed questions; write a narrative of their shop experience or a combination of all of these.
The most typical shop reports a generally “Yes/No” questions with a comment section used to explain “No” responses and other things shoppers might deem important to the business, but not covered questionnaire.
Yes/No type question: (Yes No) Was the restroom clean and fully stocked? (Yes No) Was the employee wearing a name tag? (Yes No) Did the employee greet you promptly? (Yes No) Did the Employee thank you and ask you to return? (Yes No) Was the merchandise neatly stocked?
Numeric type: (5=Excellent) (4=Good) (3=Fair) (2=Poor) (1= Very Bad) (0=Unacceptable)
(5 4 3 2 1 0) How would you rate the cleanliness of the restroom? (5 4 3 2 1 0) Did the cashier greet you in a friendly manner? (5 4 3 2 1 0) Did the employee offer a pleasant thank you? (5 4 3 2 1 0) Was the merchandise neatly stocked?
Narrative type question?
1) Describe your contact with the hostess. We arrived at 7:00 PM and noticed Kathy (the manager) was coaching an employee on how to properly reset the table with silverware. She noticed me within 0:00:04, made excellent eye contact and said with a pleasant smile and cheerful voice, “Welcome to ABC Restaurant, will there be two of you dinning with us this evening?”. She picked up two menus and said, “Right this way” then escorted us to a nice table. She did a wonderful job matching our pace and interacting with us along the way. She asked if it was our first visit to the restaurant and we replied that it was and mentioned that it was a special occasion. After telling her it was a special occasion, she redirect us to a different location that was away from a couple with loud kids, and into an area with a fireplace and romantic window setting. She pulled out the chairs for my female guest, and waited until we were seated to present the menus. She opened and presented the menu to us and did an excellent job pointing out the daily featured menu item and the wine list. She said with a smile, “Have a wonderful evening, your server will be right with you.”
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Return |
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Mystery Shoppers visit a wide and diverse number of business to report on the quality of service they received. Mystery Shoppers often go by different name:
Secret Shoppers Spotters Service Evaluators Performance auditors
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Special thanks to these members for their contribution to this page. Bryan Thompson - Gold 6/2006 Tony Versellie - Gold 8/2007 Leigha Kirkpartrick – Gold 5/2009 |
