| FAQ for Clients |
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Question: Can't I simply ask my friends/acquaintances to be my mystery shoppers? Answer: You can always ask your friends/acquaintances to pretend to be mystery shoppers, but then you are not using mystery shopping as a business tool on the basis of which you can make business decisions. Mystery shopppers are objective and trained to evaluate a business according to defined criteria. Question: Isn't mystery shopping just another way of spying on your employees? Answer: No, mystery shopping is a way of checking whether or not your employees are working according to the standards set by your company. Catching the employees making mistakes is not the aim. The aim is to receive feedback on how customers see your employees and to then educate your employees. Employees should be informed about mystery shopping, its aims and goals. They do not need to know exactly when the evaluation will take place. Question: Can one of the evaluated employees lose his/her job based on evaluation results? Answer: No. The aim of mystery shopping is to improve the quality of service offered to the customer. Information received must not be used as a basis for dismissing an employee, creating false demands for products/services or unfair competition. Question: How do you pick mystery shoppers? Answer: Mystery shoppers are chosen based on the following: - quality of the on-line application, - quality of the test evaluation, - interview across the phone and/or in person, - quality and professionalism of work completed. Quality of their work is continuously monitored and evaluated. In case we or you are not satisfied with the quality of their work, we repeat that evaluation free of charge. Question: Who actually uses mystery shopping? Answer: Retail stores, car dealerships, banks, petrol stations, hotels and restaurants, and many others. |