Monitoring & Evaluating Customer Care - Mystery Shopper

Question 1

What is a Mystery shopper?

Answer 1

This involves the organisation employing a person to act as a customer in order to experience the customer service and care for ordinary customers.

Question 2

What are Mystery Shoppers told to do?

Answer 2

• Mystery shoppers tend to be given a list of specific instructions about what to see and do eg visit a specific store, buying certain products/services, requesting specific information (eg open hours, questions about products), describe store appearance, window displays etc.

Question 3

What are 2 advantages of a Mystery Shopper?

Answer 3

• Provides a really clear, accurate idea of what real customers experience.
• It is good for identifying staff training needs.

Question 4

What are 2 disadvantages of a Mystery Shopper?

Answer 4

• It monitors and evaluates only the performance of the individual staff that the mystery shopper
  comes into contact with, therefore not necessarily providing an organisation wide picture.
• It normally only assess the front-line staff.