We have been working in the market research industry long enough to have valued the importance of a mystery shopper. We at Ava Research call them Quality Assurance Auditors. Mystery shopping is the most sought after techniques of market research and has been used by many companies to measure the quality of services and gather information about specific products/services provided to the customers. With the everyday increasing competition, you have to level up your game and ensure that your customers are receiving optimum benefits and satisfaction while going through a customer journey. We all know the importance of a happy and loyal customer.
So, what does a mystery shopper do? A mystery shopper goes through a typical customer’s journey to assess the customer service levels provided to him/her without revealing their identity of a mystery shopper (obviously!). These mystery shoppers while behaving like normal customers will raise objections, ask questions and assess the entire environment of the store or the business. After the mystery shop scenarios, they provide detailed reports of their experience with the companies which are in turn are used by the companies to improve their level of customer service.
“When I am mystery shopping, I feel like I am on a secret mission. I love every bit of the process and the fact that I am adding value to a company.”
Ava Research Mystery Shopper
One of the most important precaution while conducting mystery shopping is to train your mystery shoppers well and ensure that they understand the demands of the role and can write with great attention to detail and proper grammar. It is important to train them to answer the questions objectively and not let their past experiences affect their judgment levels. It should be an unbiased judgement. Another thing to keep in mind is that the mystery shopper should not repeat the same locations for a substantial amount of time.
Ava Research provides mystery shopping services for every industry. Ava Research is a market research recruitment agency in Australia providing a range of services and solutions to corporates and consulting companies around the world. We have the experience and required expertise to help you get maximum value from research. Request your quote now!