The Mystery Shopping Process

By Paul Bell, Director of Business Development, on April 04, 2017

In order to ensure the highest level of quality, we’ve outlined four crucial steps to ensure that you execute the most reliable and insightful mystery shopper program for your business.

  1. Strategic Assessment
  2. Shopper Training
  3. The Mystery Shop
  4. Shop Reports & Analytics

(This blog is part two of a three-part series on improving customer experience with mystery shopping.)

Strategic Assessment

Every project begins by asking a few key questions to determine what the goals are and what you want to achieve. In this case, ask yourself what is the purpose of the mystery shopper program? How will you use the mystery shopping results? What specific operational and behavioural elements drive your business? When working with IntouchShop, analysts take all of this into consideration when designing your mystery shopper program.

Shopper Training

With custom certifications, IntouchShop ensures that shoppers are well trained on the specifics of each mystery shopping assignment. Depending on the complexity, the training includes written instructions and a telephone briefing. This ensures that shoppers are prepared to provide high quality feedback.

The Mystery Shop

Based on the shop requirements, shoppers will visit locations, telephone teams and/or interact through the internet. They’ll pose as typical customers then observe and record the specific operations and employee behaviours that have been identified as critical to your company’s success.

The information is recorded based on the type of questions set out in the shop. Whether the questions required a written answer or a score, the results are tallied to provide you with significant details about your customer experience. These results give you strong reference points for team scores, as well as describes a real-life situation employees can easily relate to.

Shop Reports & Analytics

At any time, you can login to your customer portal and get a real-time snapshot of how you’re performing. Compare results over time and identify high performing teams by region or location. Use your insights to identify trending problems and top issues across your locations, then share or export results with the appropriate team members.

Continue exploring our Three-Part Mystery Shopping Series 

Back: Different Types of Mystery Shopping  |  Next: How To Design a Mystery Shopper Program

Find out more about your customer experience. 
Explore IntouchShop mystery shopping programs.
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