Have you ever wondered what mystery shoppers do? Or how they can impact your business? Mystery shopping is a strategic and fascinating approach to consumer evaluation. HS Brands Asia, the premier mystery shopper company, is known for protecting the world’s famous brands through tailored and unique mystery shopping programs.
In this blog, we will delve into the roles and responsibilities of mystery shoppers and their significance. We will also explore the evaluative criteria of mystery shoppers together with their post-visit activities. But before we dive deeper, let us first understand what mystery shopping is.
What is a Mystery Shopper?
Mystery shopping is often known as secret shopping which is a strategic approach where a business hires people to anonymously assess and improve their product quality, customer service, and operational efficiency. The people who pose as genuine customers of a business are known as mystery shoppers and ghost shoppers.
The trace of mystery shopping is found in the mid-20th century. It primarily emerged in the retail sector of the United States in the 1940s where it was used to detect employee theft. Later, it evolved as a tool to evaluate customer service. The first ever documented case of this approach was performed by a restaurant chain where mystery shoppers evaluated its service standards and food quality.
In the later decades, mystery shopping surpassed restaurant and retail stores in the automotive, healthcare, finance, and hospitality industries. In the 1970s and 1980s, research firms started offering a systematic approach to mystery shopping with their expertise in the same. The late 1990s gave a diametrical turn to mystery shopping due to technological innovations which resulted in mystery shopping transformed into a global industry in today’s era.
The Mystery Shopper Job
Mystery shopping is an indispensable tool employed by many businesses worldwide that strive to ameliorate their customer experience. HS Brands Asia’s mystery shoppers are skilled and competent professionals who play a vital role in this process. Here’s what the mystery shopper’s job includes:
Conducting Undercover Evaluations
The primary job of the mystery shoppers is to conduct undercover business evaluations. They blend into the business environment to pose as regular customers. Their tasks encompass many activities depending on the business objectives and unique goals.
The key responsibilities of mystery shoppers while evaluating a business include observations, interaction, purchase, timing, compliance, and ultimately data collection. They begin by observing various factors of the business and end by recording their observations meticulously.
Once the mystery shoppers have conducted their on-site visit, they summarize their findings into a structured and comprehensive report. Such reports serve as the foundation of their roles since based on this, they provide businesses with invaluable and actionable insights.
The report prepared by the mystery shopper includes a narrative, ratings, recommendations, photographic evidence, and completion of forms. It provides a chronological account of their visit that elucidates each observation and interaction in detail.
Submission and Follow-up
After the mystery shopper has completed their assignment, they submit it and perform a follow-up. It is an indispensable step since it ensures the evaluated data is translated into actionable recommendations. Once the mystery shoppers have created their report by documenting all their observations and experiences, they submit it to the hiring company.
Businesses make well-informed decisions based on the findings of their reports, which elevates the latter’s importance. Once the hiring company receives the report they review all the recommendations, ratings, and narratives made by the mystery shoppers to identify their business’s strengths and weaknesses.
Maintaining anonymity is a crucial responsibility of every mystery shopper since it affects the reliability and authenticity of their evaluations. They must seamlessly blend with the business’s environment without causing any suspicion for the mystery shopping program to be successful.
To maintain this anonymity, mystery shoppers adopt techniques and tactics like persona development, varying visits, disguises, using hidden cameras, and background research with altered frequencies. All these help them comply with the principle of maintaining anonymity.
Mystery shoppers must operate adhering to ethical guidelines that supervise their interactions and behavior during their mystery shopping visit. These considerations are predominant in ensuring the reliability, accuracy, and fairness of their assessments.
Mystery shoppers must comply with honesty, objectivity, confidentiality, respect for privacy, transparency, and professionalism, and adhere to the instructions. Ethical consideration maintains the integrity of the mystery shopping practices.
The Significance of Mystery Shoppers
Since in this era of cutthroat competition, businesses face continuous dynamic challenges, mystery shoppers turn out to be a savior. They assess the customer service of a business together with all the associated factors to help them attain their objectives. The significance of mystery shoppers includes:
Quality Control and Analysis
The predominant significance of mystery shoppers is they maintain the quality standard of a business. They evaluate a brand’s product quality to make sure it stands by a top quality of excellence whether it’s a service, a retail product, or a meal in a restaurant.
Mystery shoppers continually engage in quality control to safeguard a business’s reputation while fostering its customer loyalty. This assurance of quality surpasses customer experience which eventually amplifies the brand’s image together with customer satisfaction.
Strategic Competitive Analysis
Conducting a strategic competitive analysis is one of the reasons mystery shoppers are known for. They compare the products and services of a business with its competitors to gain invaluable insights into the related strengths and weaknesses. Such information is instrumental in devising strategies to get a competitive edge.
This competitive analysis helps businesses compare their performance with industry peers to implement improved targeted strategies to outperform their competitors. This factor of mystery shopping is particularly handy for industries with intense competition.
Improving Employee Performance
Mystery shoppers play a significant role in improving a business’s employee performance. Through their assessment, they help businesses with details regarding customer service, behavior, and staff competence skills. Such feedback proves to be an invaluable tool in identifying areas where further training or improvement is required.
Mystery shopping opens opportunities for businesses to enhance their workforce by investing in their development and creating a customer-focused workforce. When businesses emphasize more on staff training, they benefit both the customers and the employees.
Gaining Customer Insights
Customer insights are crucial for businesses since they provide a window to customer expectations, pain points, and preferences. Mystery shoppers provide businesses with insights into detailed mystery shopping reports that are later used in tailoring products and services effectively.
Mystery shopping enables businesses to align their offering with their customer expectation to foster their satisfaction and loyalty. Furthermore, such insights are handy in devising marketing strategies to target customers more precisely.
Mystery shoppers are the agents of accountability since their evaluations reveal whether the business engages in ethical and fair practices or not. They consider issues like subpar service, misleading advertising, and price gouging to ensure the customers are fairly treated.
Additionally, mystery shopping results create transparency that provides the business compliance with high ethical standards. Mystery shoppers benefit the businesses together contributing to trustworthiness and integrity.
The Mystery Shopper Experience
Being a mystery shopper is an essential and integral profession, as it offers them opportunities to play various roles while evaluating a business and providing their feedback. HS Brands Asia believes that becoming a mystery shopper can be a turning point in your career. The mystery shopper experience with the skills and qualities required include:
Qualities of a Mystery Shopper
Since mystery shoppers play the role of uncover evaluators of a business, they must possess unique qualities to perform their duties diligently. The first and topmost quality a mystery shopper must possess is attention to detail. They must have a keen eye for detail and remembrance of every specific interaction and nuances of a business.
Their other qualities include objectivity, reliability, discretion, communication skills, adaptability, and ethical conduct. All these qualities together enable them to visit a store, observe its factors meticulously, and report the same to the business effectively.
Skills Required for Mystery Shopping
Mystery shoppers must cultivate relevant and necessary skills to successfully master their roles. They must possess skills including operation skills, time management, memory, report writing, computer proficiency, communication skills, and anonymity maintenance
These skills allow them to complete their mystery shopping program effectively without causing any suspicion. Furthermore, it enables them to create a detailed and accurate report based on their findings to help businesses succeed in attaining sustainable growth.
Becoming a Mystery Shopper
If you want to become a mystery shopper, HS Brands Asia gives you a wonderful opportunity to become one. We make your journey to becoming a mystery shopper less complicated and easy. It starts with researching mystery shopping organizations that offer ethical practices and fair compensation. Since we understand and recognize how mystery shoppers can significantly contribute to a business, we treat them similarly to our customers.
To become a mystery shopper with HS Brands Asia, visit the shopper login section of our website. Click on ‘New Shopper Sign Up’ to create your account and fill out the application form. Once we accept your application, we then train you to enable you to execute your tasks smoothly. Later, we assign you assignments that allow you to select the one based on your preference that embarks on your journey as a mystery shopper with us.
Mystery Shopping Agencies
Mystery shopping agencies operate discreetly to enhance the customer experience of businesses across various industries. These agencies act as third-party organizations that are often hired by companies and brands to evaluate and analyze the latter’s business and other related factors. This approach allows businesses to learn about their own business from the customer’s perspective.
If you are looking to transform your business using mystery shopping, there is no better alternative than HS Brands Asia. We are the leading mystery shopping agency that helps you tackle your business challenges using innovative and actionable strategies. We’ve helped hundreds of businesses across industries like retail, automotive, hospitality, healthcare, online shopping, real estate, and many more to attain sustained growth.
Mystery shoppers are predominant in the assessment of a business’s performance and maintaining customer standards. Their assessments provide invaluable insights to businesses about the customer experience that helps them refine and improve their operations. HS Brands Asia conducts a top-quality mystery shopping program that provides you with comprehensive solutions to the business challenges you face. Amplify your business with mystery shopping today!