What is Mystery Shopping/Secret Shopping?
Mystery Shopping or Secret Shopping is a process by which retail stores, restaurants and other businesses monitor their operations through the use of specially trained shoppers who evaluate and report on their experiences as a customer. Because employees are unaware that the Mystery/Secret Shopper is nothing other than a “regular” customer, the information gathered accurately reflects what everyday customers are experiencing.
Mystery/Secret Shoppers prepare for these assignments by reviewing instructional material that prepares them for the unique aspects of each client’s shop; the particular areas or services of the business on which to focus the evaluation, what services to ask for, and what customer scenario to present. In addition to evaluating the customer experience, Mystery/Secret Shoppers may also be instructed to evaluate facility standards such as cleanliness, signage and condition of merchandise. In many cases, Mystery/Secret Shoppers are required to discreetly capture photographs to document conditions at the location and make a small purchase, allowing them to receive a receipt that validates the date and time of their visit.
After completing the assignment, the Mystery/Secret Shopper submits an online report of their findings. In these reports, Mystery/Secret Shoppers answer a series of questions about their experience and provide written comments to support their answers. The Mystery/Secret Shopper is instructed to keep these written comments free of any bias or personal opinion, and to simply report the facts of their shop. Clients of Mystery/Secret shopping use these reports, singly or in aggregate, to evaluate and analyze the performance of their operations and identify areas for improvement. Results are also used to track how things like employee training programs or changes to store design can positively impact a customer’s perception of the store or company.
Opportunities to work as a Mystery/Secret Shopper are available to persons aged 18 and over in many countries around the globe, although certain assignments do have age restrictions as imposed by the client. If you are interested in becoming a Mystery/Secret Shopper, please visit our homepage at www.mysteryshops.com and click the “Become a Shopper” link on the top right of the page
