How important is mystery shopping?

How important is your role as the mystery shopper? Extremely Important!

To set the tone of this article, consider this: Your generic job title is "Mystery Shopper" however, what you are doing is something similar to a "Quality Control Auditor." Sounds better right? It is your role to measure and review the aspects of the business you are sent to.

What you report on during your encounter with the business whether it was by phone, online, or in person is generally viewed by those higher up in the hierarchy. Those that make the final decisions.

It is therefore very important that the information you enter is accurate and that you answer all the questions to the best of your ability. There is always a reason why the question was placed there, the business wants it to be reviewed.

Your report will identify both what the business is good at, and also where there is room for improvement. Staff members may be rewarded for doing well in their mystery shopping report, they might also get a warning if they didn't meet the requirements. That's why it's vital that you get the name of the staff member correctly, or provide a very detailed description of them. "Tall male with short hair aged in his mid 20's" probably won't be enough to differentiate that staff member if the organisation has many employees.

Mystery shopping might be fun and you get many perks along the way, but it is still a job, and one that is very important.

In conclusion, it is from your answers and feedback that businesses will learn and improve themselves to meet the customer's needs. At the end of the day, businesses wouldn't be in business if they didn't have customers. Your voice will be representing one major part of the whole customer population.

You can register to become a mystery shopper with Mystery Customer here.

How to improve your mystery shopping reports

Different companies have different standards as to what the shopper should and should not include in their reports.

However, there are also factors that remain universal to all companies including:

• Answering the questions thoroughly
• Reports are objective and past experiences should not sway current results
• Reports are completed without bias
• Doing the visit during the required timeframe and submitting it soon after

 

Where comments are required, shoppers are required to answer the question in full with attention to spelling and grammar. If the question asks you to comment on 3 things, comment on the 3 things.

For example, a question could be: Was the bathroom well maintained without excessive water on the floor with hand towels and toilet paper well stocked? 

A poor answer that is provided by many inexperienced shoppers is: “Yes, the bathroom was well maintained.” Did the shopper answer the question? Yes. But did their answer provide the required feedback to the client? No.

A better answer for the question above could have been: “Yes. The bathroom was well maintained. There was a little splash of water on the ground near the hand basins where people dried their hands but nothing excessive to make it hazardous. The paper towel dispenser was stocked and both cubicles were well stocked with toilet paper. There was also extra toilet paper available in case it ran out.” 

Please keep in mind that businesses pay money for your reports and they use the feedback that you provide them to help improve their business. So before you submit your report, think on the business’ behalf. Would you pay for the report that you are about to submit?

How much work do you get as a mystery shopper?

You have probably seen advertisements circulating around different media channels (mainly online) where “mystery shopping companies” guarantee work and guarantee that you will earn large amounts of money every month. Please do not fall for these advertisements. For the majority of the times these are scammers trying to get your personal details rather than offering you jobs. Remember the saying “If it sounds too good to be true, it probably is.”

So back to the original question – How much work do you get as a mystery shopper?

The answer is: It depends. It depends on many factors. 

Let’s go through the main ones:

·   Your location: Your location is very important for TWO main reasons. ONE: The mystery shopping company might not service clients in your area so there will be no work for you. TWO: There might be a lot of registered mystery shoppers applying for the same jobs you are. Sometimes there may be only  one job in your area and there may be a dozen mystery shoppers applying. That’s one reason why you are not guaranteed work. 

·   Your ability to travel: Following from the above point, if you are willing to travel a greater distance, you have the opportunity to apply for more jobs and increase your chances of picking up more assignments.

·   The stand down period: When was the last time you mystery shopped the same venue? If the venue conducts mystery shopping once a month and you keep going back every month, wouldn’t it become obvious to the staff members that you are the mystery shopper? For this reason, mystery shopping companies will rotate shoppers to help protect your identity. It also allows other shoppers to have a go at completing the job.

·   Your shopper profile: Different companies measure their shoppers’ performance differently. However, all companies will be looking through your reports and scoring them. In general, the more reliable you are to the company, the more they will entrust you with completing future assignments. Even though your reports might be excellent, if you continually submit reports late or decline lots of surveys this will show that you cannot be relied upon all the time.

·   Whether or not you apply for the job or not: There might be jobs available but you don’t want to do them. That’s fine, however we suggest that you give it a go as you might learn and experience a thing or two. We’ve had a shopper who wasn’t keen on going to gyms because in the past she thought that staff members were treating her as a nuisance because of her physical problems. She completed a gym mystery shop with Mystery Customer and went back later to sign up because the staff members there were supportive in assisting her with her problems.

Tips for getting more mystery shopping assignments

• Sign up with more companies (don’t sign up with too many unless you are REALLY organised)
• Know what the company expects from you. (that’s why signing up with many companies will be confusing)
• Read all instructions and scenarios thoroughly before completing the visit. You need to know what the mystery shopping company expects of you.
• Complete all assignments with quality and meeting the deadlines and only apply for the jobs you can do.If you need to decline it, decline it well ahead of the due by date.