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If you feel the desire to write a book,

Mystery Shopper Research

In order to survive in a highly competitive environment, companies need to adopt different methods to strengthen their strength, expand market share and improve performance. One way to stand out is to provide the best customer service, so that customers can enjoy a unique consumption experience and become loyal customers. Therefore, being able to accurately grasp the service performance of front-line employees has become the key to success for companies. Many companies will use mystery customer surveys to evaluate whether the service attitude of employees and their product knowledge meet the company's standards.

Mystery shoppers will dress up as ordinary customers to perform research tasks, such as purchasing products, inquiring about services or dining, etc. Mystery shoppers will rate employees based on the company's workflow and service standards.

After repeated verification, the data obtained will be analyzed in depth by Wanxiantang's market research team, and the mystery customer company will finally produce a survey report for corporate reference. The survey report will cover "motivation analysis", "ASK analysis", "trend analysis", "competitor analysis" and "comprehensive information chart" that summarizes important data.

The execution process of mystery shopping investigation is complicated. If there is any mistake in the process, the investigation will be invalid. Therefore, mystery shopping companies must have rich experience to ensure good quality.

Why choose Mansfield?

  • The management team of Mansfield has more than ten years of experience in mystery customer management and is one of the most experienced mystery customer companies.

  • All mystery customers of Mansfield must undergo rigorous training and pass assessment before being hired to ensure that they can complete the investigation work accurately.

  • All assessment reports are completed under strict quality control to ensure the accuracy of the content.

  • The consulting team will provide marketing consulting services to enterprises so that they can make improvements to address the deficiencies pointed out in the improvement survey report.

  • To cater to the needs of the industry, Mansfield can tailor-make targeted assessment solutions for enterprises, aiming to provide enterprises with accurate information for strategic deployment.

  • Enterprises can choose different service packages to meet their business development needs.

Testing Sales Skills

  • Utilising mystery shopper research, we focus on analysing frontline staffs' sales techniques and performance in real-life selling situations. 

  • After the mystery shopping research, our consultants can formulate targeted sales training for the employees to improve their selling skills. Mystery shoppers will be used to verify the training result and identify any further areas for improvement, forming an upward cycle of sales ability growth system.

Closing a Deal

What types of businesses should use mystery shopping service?

  • Retail (e.g. fashion, sporting goods, home appliances, cosmetics, jewelry, computer supplies)

  • Food & Beverage (e.g. Chinese and Western restaurants, fast food)

  • Entertainment (e.g. cinemas, karaoke, theme parks) Professional services (e.g. banking, financial, insurance, real estate agency)

  • Hospitality

  • Property management

  • Telephone Hotline Network

  • Sales Ability Research

Key to Success:  execution quality

The implementation of mystery shopper assessment is complex. Any tiny error could lead to the failure of a visit. Therefore, only agencies with rich mystery shopping experience can guarantee a good quality of implementation.

Question 1: Mystery shoppers could easily expose their identity

Cause 1: Mystery shoppers lack enough training. Some of them even implement tasks without training.
 
Cause 2: If a mystery shopper visits a shop several times within a short period, his identity could easily be exposed.
 
Solution:Agencies must train mystery shoppers how to conceal their identities, for example, how to hide recorders, how to ask questions and how to lead conversations. Moreover, agencies must avoid assigning the same mystery shopper to a shop for twice within a short period of time.

Question 2: Mystery shoppers could easily expose their identity

 Cause:Agencies don’t present periodic reviews or the latest marketing research techniques to clients
 
Solution:Clients should choose a mystery shopping agency that can conduct periodic reviews for them. The research consultants should be able to provide clients with professional analysis based on the mystery shopping results.

Question 3: The results of mystery shopper investigations are inaccurate

Cause 1: Mystery shoppers fill in questionnaires carelessly without referring to recordings.
 
Cause 2: There are loopholes in the mystery shopping questionnaire. The options of answers are so confusing that mystery shoppers cannot correctly evaluate the performance of staffs. 
 
Solution: The mystery shopping questionnaire must be designed by professional and experienced researchers. Many questionnaires in market are fixed in form and slipshod in design, which leads mystery shoppers to answer carelessly. Agencies must also avoid irresponsible mystery shoppers. Therefore, clients should choose an executing agency with complete training and quality control systems.

Want to Sign up as a Secret Shopper?
 

Anyone over 18 years old is welcome to join our mystery shopper team. 

 

The work is flexible and can fit around your schedule.

 

You are not obliged to take on work and the amount of work you do is up to you. Before you start your first assignment we will provide you with a free training class.  Once selected, you will be invited to join our training class by email.

Responsibilities

 

As a mystery shopper, you will be asked to present as a regular shopper and honestly assess your experiences and purchases. You will be asked to carefully consider things like service timings, staff product knowledge and the hygiene and cleanliness of a premise.

 

Job Requirements

 

Attention to detail

Good communication skills

Mature and responsible

Prior experience not necessary

 

 Mystery Shopping Survey FAQs

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