What is Mystery Shopper Research? How To
What is Mystery Shopper Research? How is it done? Mystery shopper surveys are used today for the improvement of personal performance by regularly observing the serving personnel. Because, in order not to miss the current / potential customers who have contacted our service point, the correct / complete / sufficient information and service provision continues to increase its importance with the effect of the increasing competition in order not to miss the "on hand" customer. Mystery Shopper Survey is carried out to determine the performance of employees in complying with corporate ethical rules and standards. Subjects that can be audited within the scope of mystery shopper research and their contributions. Whether the Confidential Employees adhere to the trainings and practices given at customer receptions, Whether the employees perform in accordance with the trainings and practices given in the service or product information, Whether the duties and responsibilities are carried out at the specified point within the specified time, Whether the layout, environment, cleanliness and hygiene of the place are complied with, Working hours ( Mystery shopper or shadow shopper studies can be carried out in order to audit and evaluate issues such as whether the employees comply with their costumes, whether the employees pay attention to their personal care or not. With Mystery Shopper Research, Mystery Shoppers collect information at the moment of the event, It is objective in its evaluations, It is not a private eye, it has a similar profile with your real customer depending on the content of the project, It collects information at any time your customer routinely visits, not at a special time,
Mystery Shopper Research Business Processes
The business processes followed in the order of mystery shopper research will be as follows.
What Are Mystery Shopper Research Yields?
Measures the efficiency of the branch / dealer / sales point and personnel where the service is provided, The inadequacies of the employees in the business processes are determined, Measuring the effect of all kinds of activities carried out, Determining the level of implementation of company standards by your representatives who are faced with your potential customers, Seeing the approach / attitude to the customer, the way of service delivery possible. Contributes to the development and planning of training content, Determines the product / service quality and whether this quality is presented to your target audience adequately and correctly, Increases the number of customers by contributing to the increase of customer satisfaction and loyalty, Contributes to brand perception and reputation, Contributes to the reduction of customer complaints, Contributes to the increase of personnel qualifications, Creates an idea about the service processes and standards of competitors, Contributes to the development of corporate culture Who Needs Mystery Shopper Research Every institution needs mystery shopper research. It would not be wrong to state that. Regardless of the sector, brands with chain branches to summarize them. Local and national markets with branches, Textile, white goods, furniture, cosmetics etc. stores, Service providers (automotive, household appliances, etc.), Financial/bank/insurance companies Restaurants, bars and cafes, Hospitals, clinics, pharmacies, dispensaries, Foundations, associations, etc. Public transportation, airline companies, transporters, etc. Companies Educational institutions (primary education, high school, university, language courses, etc.) GSM sales points, bill payment points, etc. institutions and organizations need