Consumer Research
Mystery Shopping
Things to consider before embarking on a Mystery Shopping programme
There are a number of issues to consider when embarking on a mystery-shopping programme. To be at its most effective, front line staff and managers need to be fully committed to, and take ownership of the programme. Staff need to understand the value of the process and be willing to learn from it. To begin with, staff may be a little defensive and suspicious of the programme and it is worth taking the time to get them to “buy in” to the process.
We can advise how this can be achieved for example, by running internal workshops which would explain the objectives of the programme, how it would be used, If staff will be identified and if they will be recorded, how it works and what will be tested.
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