From carrying out numerous mystery shopping assignments, we have put together our three top tips for getting the most out of your mystery shopping programme.
Firstly, be clear about why you want a mystery shopping programme.
Why do you want mystery shops? Is it to assess the customer experience? Perhaps, it is to see if investment in recent training or marketing is being implemented to good effect? Or maybe it’s just to get a general overview of how your business appears to a potential customer. No two businesses are the same and no two mystery shopping assignments are identical. All our mystery shopping services are bespoke to the needs of your company. It’s much better when you have a clear idea of the purpose of the programme to enable us to assist and support you through and effective mystery shopping programme.
Secondly, be sure to put in place a mystery shopping plan.
Just as you would with your marketing plan, your mystery shopping programme needs to be planned ahead for the greatest success. You may need different aspects of your business assessed at busy times of year than in the quieter periods. For example, you may want to see how employees handle their work load during busy periods such as Christmas. Do they adhere to the usual high levels of customer care or do things start to slip when they are under pressure. Conversely, during quieter times are staff motivated and productive. Are they using quieter periods to good effect and utilising time to benefit the business. We can help you put together an effective mystery shopping plan.
Finally, plan ahead for how you aim to utilise the information received in the reports.
Have a clear idea of how you will use the information received. Feedback in reports is used for a whole host of areas. It is often used in individual and group staff training sessions, to assist in planning training programmes, to help in staff appraisals, to identify good and weak areas in key customer touch points, gauge marketing effectiveness, to name but a few. We can help you to utilise the information received to good effect.
If you need help in arranging mystery shopping visits for your business, please do not hesitate to contact us on 01829 730662 / 07976 279667. We are a small, friendly and effective team specialising in mystery shopping visits for spa, beauty, hair, beauty counters and related industries. We are trusted to carry out visits for Awards for Professional Beauty and the National Hairdressers & Beauty Federation for our reliable and professional service. We look forward to working with you.