Mystique  Pvt. Ltd.

Mystery Shopping

What is Mystery Shopping ?

  • Mystery Shopping is the practice of using trained shoppers to anonymously evaluate
  • Customer Experience
  • Operational Efficacy
  • Employee Integrity
  • Merchandising
  • Service/ Product Quality

Why Use Mystery Shopping ?

  • When location , pricing and product assortment are no longer unique, service is often the key to success or failure.
  • It cost much more to get a new customer than to keep an existing one.
  • One unhappy customer will tell 5 other people of their bad experience with service.

Mystery Shopping Cycle

What are Benefit of Mystery Shopping Audit

  • Monitor and measure service performance.
  • Improve Customer retention.
  • Makes employee aware of what is important in serving customer.
  • Reinforces positive employee/management action with incentive-based reward systems.
  • Monitor facility conditions-asset protection
  • Ensure product/service delivery quality
  • Supports promotional programs.
  • Audit merchandising compliance
  • Identifies training needs & sales opportunities.
  • Educational tool for training and sales opportunities.
  • Ensure positive customer relationships on front line.
  • Enforces employee integrity.

How Mystery Shopping Happens?

  • Setting Objective & Goals
  • Program & Questionnaire Design
  • Input to Shopper
  • Data Collection
  • Data Preparation
  • Reporting