There are many great things about living in the 21st Century-cars that park themselves, DVRs, and the privilege (for most of us) of being able to say you’ve lived in two different millennia. Of course, living on the cusp of the future also comes with a few drawbacks, and if you’ve spent any amount of time on the internet you know that its lack of advanced Faqs is certainly one of them.
So, without further ado, here is perhaps the first of its kind: the real mystery shopping FAQ.
Q: Do mystery shopping companies work?
A: This question gets right to the heart of the matter, and it is, in fact, a popular concern. Mystery shopping companies cost money, and with businesses trimming expenses across the board in recent years, such expenses need justification. The straight answer is, yes; they work, if you get the right one. Many of today’s mystery shopping companies address brands in a more complete way. Make sure you’re getting what you pay for. A company that just sends someone into your store with no solid follow-up or periphery services is not worth your hard-earned money.
Q: How do i identify good mystery shopping companies?
A: Here’s another one that often pops up. Again, as above, the trick is to find one that does more than just mystery shop (it’s the 21st Century after all). Then, look for the following: accreditation, reputation, and services. Make sure your company is certified by the MSPA or other network, then check up with their clients, past and present. To do this, just ask. Any reputable firm will be happy to provide you with references.
Q: Who are these mystery shoppers?
A: No mystery shopping FAQ would be complete without this question. Mystery shoppers (at least, the ones we know) are highly professional, experienced contract workers. This means that not only will they be independent of your company, if you get a good mystery shopping company, they will be largely independent of that company as well. This independence ensures that your results will be untainted and objective. Because your mystery shoppers will have their own reputation and credibility at stake, they will be more focused on delivering the most honest results, whether bad or good (hopefully good! )#).
Q: What can i expect from a mystery shopping company?
A: Everything (within reason). There’s a reason certain companies in this field have been branding themselves as “full service. ” Assuming you’ve gotten yourself a great shopping company with the above advice, you should expect them to do everything they can to address your needs. Remember, these people are experts. They have scientific, mathematic, and sociologic theories standing behind their knowledge. Use them. And remember, they’re experts at customer service-let them show you by their own example.
Q: How will a mystery shopping company really benefit my company?
A: You name it, the sky’s the limit, etc. It’s cliché, but it’s true. The results you’ll get from a good shopping company will span as far as you can imagine. Because they will focus on the complete customer experience, your shopping results will be almost infinitely applicable within your own business. Whatever your concerns may be, bring them up to your consultant. A good one will treat them with the urgency and concern they deserve.