What Is Mystery Shopping

Do you enjoy eating out ? Are you a shopping freak ? Are you passionate about seeing movies? What if you could do these activities for free? Or better yet, what if you could actually GET PAID to do them? 

Well, you can…

No, we are not suggesting any shoddy business opportunity or talking of a magical wand or of someone being too generous. We are talking about a fast growing career option called mystery shopping. Mystery shopping is a process in which the trained customers or shoppers visit the stores or business establishments where they pose and interact with the staff like normal customers. They also shop for products and services. At the end of process, the mystery shoppers make a detailed and in-depth report about their experiences during the shopping.

Mystery shoppers get a list of parameters on which the detailed feedback is required. They follow the guidelines and instructions during the shopping activity referred to as "shop". Thereafter they file the detailed reports on the pre-designed questionnaires.

Generally, the business establishments with direct retail customer interaction employ the mystery shoppers. Some examples of businesses/establishments that employ their services are department stores, retail chains, restaurants, banks, movie theaters, hotels and resorts, gaming and recreational centers, health clubs and many more. It is an attractive career option whereby people enjoy shopping their favorite items free of cost.

The remuneration for mystery shoppers depends on types of assignments. It may vary from business to business. However, the mystery shoppers can expect to get anything in the range of US$10 to US$40 per hour. Apart from it, they also get reimbursement of the bill if their assignment requires a purchase at the store or establishment. Many times, mystery shoppers also receive remuneration in kind in addition to the fee in the form of gifts, gift vouchers, and free passes. In certain types of assignments, the mystery shoppers get the traveling cost reimbursed.

Mystery Shopping is a flexible career option in which the person has the freedom to decide the schedule according to his/her convenience. It is suitable for students, retirees, homemakers, freelancers and part timers. It is an ideal career opportunity for the people who would like to make some extra money while having fun in their leisure time. The terms synonymous with mystery shoppers are secret shoppers, anonymous shoppers, quality auditors and trained customers etc.

Mystery shopping is the latest services evaluation tool employed by the business owners to evaluate the service delivery at their business establishments. Nowadays, customer behavior is very unpredictable and to maintain good customer relations, gaining customer loyalty has become a tightrope walk. Many customers would not complain if that they dislike something at an establishment, they simply walk away. The establishments rarely come to know of the reasons why they have lost a precious and potent client.

Mystery shopping helps the business owners and the management to get information, which they require to improve their businesses. It is an observation that getting an objective, unbiased evaluation of the products and services is a difficult task, and that is where the mystery shoppers come in handy. Mystery shoppers are very useful in providing vital background information required by the management to make improvements in their customer care efforts and product quality.

The observations of the mystery shoppers are then put to use in improving the product quality and service delivery of the business. Effective use of this tool can help the establishment to plug gaps in its products and services and to improve its business and profits. Mystery shoppers also come in handy for performance evaluation of the staff and in the process help in making decisions regarding the excellence awards and other motivational programs for the employees. Moreover, the mystery shoppers can also point out if there is a need for training and development of the employees.

Mystery shopping system acts as checks and balances system for the employees and they have to be always alert and prompt in their duties because they never know whom the "shopper" is. Mystery shopping has helped the businesses/establishments to:

• Improve Customer Care: Mystery shopping has helped the businesses and establishments to improve their customer satisfaction level and increase customer loyalty because the employees become more attentive and customer oriented.
• Improve Sales: Establishments are able to improve their sales because the sales staff becomes more active and practices suggestive selling techniques.
• Minimize Theft: Mystery shopping helps the establishments by considerably reducing instances of theft and shoplifting as the employees are more attentive and alert when dealing with clients.
• Better Motivation: Mystery shopping is being used for performance appraisals and deciding on employees' rewards. This helps the employees to perform better and as a result, the other employees try to excel in their respective spheres to get reward.
• Enhance Profits: Mystery shopping helps the businesses/ establishments to increase their profits because of better customer care, reduced thefts and improved sales.

Overall, mystery shopping is a win-win situation for the shopper as well as for the client because it helps the former to make additional income while it improves the business and profits of the latter.