Mystery Shopping Case Study

1080 Words3 Pages

Questions Asked:
1) Were you greeted when arriving at the store?
2) Were shopping baskets/carts available and/or offered?
3) Were salespeople visible on the store floor?
4) Did anyone ask if they could assist you in finding an item?

5) When asking for assistance, did the salesperson take you to the item or point to the item?
6) Were salespeople using product knowledge when speaking with their guests?

7) Describe the store layout - e.g., overall feel of the store, promotions, signs, pleasing to shop at, etc... Were aisles clear?

8) Was the store clean and neat?

9) Did employees appear friendly? Were they smiling?

10) Were prices displayed prominently in the store?

11) Were sale items/store circulars* displayed and/or available?

12) …show more content…

These were finely equipped with basic restroom accessories.

Yes, in this store too, few products were advertised with free sample.

Cash and credit card facility was available there.

CONCLUSION:
First, Mystery Shopping is a serious business, and mystery Shopper should treat it as such.
Second, Mystery Shopping should be thoroughly trained and drilled on the correct way to observe, record, and interpret the observations.
Third, multiple observations should be gathered on different days and times to establish patterns of behavior.
Fourth, while clients should be provided with objective observational data and analysis, the client ultimately decides how to use that data (e.g., to reward or reprimand employees or to modify their product/service mix in response to competitive offerings).
Fifth, clients should be discouraged from using the research results in isolation. Rather, in the case of evaluating customer service and employee performance, the secret shopping observations should be used in combination with other personal and mechanical observations, customer satisfaction survey, peer evaluations, and other performance

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