Mystery Shopping



What is Mystery Shopping ?

Mystery shopping is a tool used by companies to measure the quality of sales, service and the overall experience of the everyday customer. The concept behind mystery shopping is not new. Kings were known to disguise themselves as commoners, and mingle with common people to find out what was being said about them and their kingdom. Mystery shopping is the process of measuring and recording specific elements of the customer experience through the use of pre-recruited and qualified consumers (or guests as they are called in the hospitality business) who serve as mystery shoppers.

Technically, mystery shopping is a form of market research or field research. Specifically, mystery shopping is a method of conducting ethnographic research.  In recent years, mystery shopping has become a key component of Customer Experience Management (CEM). A mystery shopper is a person who visits an establishment (typically a retail store, bank, restaurant or other such places where the public does business) for the purpose of observing and measuring customer service, product quality and the environment of the establishment in general.

What does a Mystery Shopper do?

A Mystery Shopper is sent to an outlet to purchase particular items or observe specific aspects about a company’s product or service offerings.  For example you may go to a fast food shop or a gourmet restaurant to have a meal one day, but be asked to observe the service at a cinema or bank on your next assignment.  In the process of a Mystery Shopping assignment, you are required to make note of very specific elements of your entire experience, be it about products or services.

After you have completed your assignment, you are required to fill out a detailed questionnaire providing answers to all the things you noticed when you went shopping.  Did the waiter serve you within 5 minutes of being there?  Did a shop assistant inform you about the special discount offer that month?  For filling out answers to questions like these, and for going undetected in the store, you will be paid a fee for your Mystery Shopping services.

Mystery Shopping is conducted by companies and service professionals who wish to check on their services, quality, personnel and operations.  Essentially, it is a quality control measure to improve the quality of services across service oriented businesses everywhere.



Prons and Cons of Mystery Shopping :

Prons -

- Getting Paid to Shop :

If you love to shop, a major benefit of mystery shopping is that you get paid for doing something you enjoy. In many cases, you'll be allowed to purchase an item and receive reimbursement from the mystery shopping firm. You may also get to enjoy a free meal at a fine restaurant or a complimentary stay at a luxury hotel.

- Flexibility :

A mystery shopping career offers flexibility, which can make it a good fit for a mother with small children or a retiree. Many assignments must be completed within a certain time frame, but you'll often have the choice of the day and time within that window. You'll also have the freedom to pick and choose the assignments you want to complete. You may be offered assignments where you will be asked to purchase an item which you otherwise might not be able not afford. Add to this the payment for your actual assignment and that's another treat in the making. It all adds up!



- Enjoyment :

Individuals who love to shop get great satisfaction from mystery shopping. For those who love to shop, working as a mystery shopper will feel like a reward in itself. There is nothing better than roaming retail stores or visiting shopping malls and being paid to do so. With some assignments, you may be asked to purchase items that you previously desired, but could not afford to buy. Some mystery shoppers feel a sense of accomplishment in earning money, no matter the sum, for performing work that feels like a hobby.



- Working Out of Home :

With mystery shopping, there's no office or workplace to go to, so you'll be able to work out of your own home. You will have to travel to the store locations, but you'll be reimbursed for expenses, such as automobile mileage and any product purchases you make.




- Getting Paid for Routine Work :

However, perhaps one of the greatest benefits to becoming a mystery shopper has to be that this job offers you the chance to be paid for things you would do normally. Some of your assignments may include visiting coffee shops, purchasing sandwiches at lunchtime or visiting the bank - all fairly routine events. Therefore, when you first sign up as a mystery shopper, make sure you also register your interests (and also whether there are any products or services that you would not wish to try). This will make it easier for the company to match assignments to your lifestyle.



- Getting Paid for Routine Work :

However, perhaps one of the greatest benefits to becoming a mystery shopper has to be that this job offers you the chance to be paid for things you would do normally. Some of your assignments may include visiting coffee shops, purchasing sandwiches at lunchtime or visiting the bank - all fairly routine events. Therefore, when you first sign up as a mystery shopper, make sure you also register your interests (and also whether there are any products or services that you would not wish to try). This will make it easier for the company to match assignments to your lifestyle.



- Improvement in Customer Services :

In addition to the personal benefits mystery shopping can bring, the constructive feedback you provide does go quite a long way towards improving services overall. Knowing that you have helped make a difference can also be extremely satisfying, particularly when it comes to services that you use on a regular basis.

Cons :

- Irregular Earnings :

A downside to mystery shopping is that you won't have a regular paycheck like you would in a salaried position. You're paid by the assignment, and you may experience situations where work may not be available in your area for periods of time. Because much of the compensation may be based on receiving a free product or service, the actual monetary payment is often small. Additionally, you will need to pay for items upfront and receive reimbursement later. The time duration of the payment of the reimbursement amount for the assignment is also very long like 30 days, 60 days or even 90 days. This is something to keep in mind while taking any assignment. 

- Making Detailed Report :

One of the major complaints when it comes to mystery shopping is undoubtedly the paperwork. Reports tend to be extremely detailed and lengthy and a large proportion of your time can be taken up by filling them in, so very often the pay you receive will hardly constitute minimum wage. Additionally, there are many companies who will want your information and receipts quickly, sometimes within 24 hours of your assignment, so it is very important to set enough time aside to complete these tasks, overlooking the fact that you may be receiving a pittance in return. It's the nature of the job. Take it or leave it!

- Strict Set of Criteria :

Remember too, if you make a mistake, you might not get paid. Although some assignments are easier than others, companies will always have a strict set of criteria that they will want you to follow. If you forget to ask for a receipt, or ask a specific question, you may be disqualified, so it is important to always play close attention to detail.

- Working for Multiple Companies :

To ensure a steady flow of income, you'll likely need to register with several mystery shopping firms. This will require you to learn a number of different work procedures, which can create confusion.

- Wear on Vehicle :

If assignments are not available in your immediate area, you may need to take ones that require driving an hour or more. Although you'll be reimbursed for your mileage, you're still putting additional wear on your vehicle.

- Scams :

The mystery shopping industry is known for its abundance of scams. A common scam is when a fraudulent mystery shopping company posts an ad promising lucrative shopping positions. The applicant is asked to submit a registration fee to the company, but receives no job offers in return.

But off putting as this may be, do still consider the facts. In these times of high unemployment, redundancy and recession, even a small source of earned income can be better than none. And besides, you know what they say about little acorns! Mystery Shopping does and will continue to change the way companies coach and train their employees. 

Following blog is an example of a perfact Mystery Shopping experience.

PIZZA HUT DELIVERY Mystery Shopping Report



Best Mystery Shopping Company
How to Do Mystery Shopping,
Mystery Shoppers Definition,
Mystery Shoppers Wanted,
Mystery Shopping UK,
Retail Mystery Shopper,
What Is a Mystery Customer
Mystery Shopper

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Regards,

Preeti Bagad [BE(CS)] 
SW Engineer Cum Blogger

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