mystery shopper advice

endofmytether_2

Hi
Did my first mystery shop on Friday. Felt really strange . I was given first class service,was treated properly and politely and felt like a valued customer. This is not my usual experience of visiting these establishments

Does anyone know whether the staff at these places are told they are going to be 'mystery shopped'. The guy seemed to be over- helpful after my introductory question which was suggested by the info pack

MissBehaving

I work in the hotel industry and the hotels often know that they are going to be mystery shopped. They dont get told the day, time, week or anything, just that the process is in place.

Most of our receptionists pick up who the guest is, purely by the questions that get asked on check-in.

I think your gent may have been alerted by the question. Perhaps next time, do not follow the line of questions to strictly. But as they say... practice makes perfect!!

Hope you got to buy something nice!!

rog2

Perhaps he was just being genuinely helpfull and friendly.
Most of us get so used to dealing with the 'bottom end' of customer relations that we tend to forget that there are still some decent people out there.

endofmytether_2

MissBehaving wrote:

I work in the hotel industry and the hotels often know that they are going to be mystery shopped. They dont get told the day, time, week or anything, just that the process is in place.

Most of our receptionists pick up who the guest is, purely by the questions that get asked on check-in.

I think your gent may have been alerted by the question. Perhaps next time, do not follow the line of questions to strictly. But as they say... practice makes perfect!!

Hope you got to buy something nice!!

Hi thanks for that
Not spent the money yet.
Saving up for easter!!!!(I cancelled christmas)

sonee2405

i did a mystery shop for mamas and papas and kookai. im sure both places knew in advance or had a hint because they were behaving extra extra nice, mamas and papas proved it by not charging me for the catalogue which is normally£1 for customers. Tk maxx blew it though, they didnt have a clue and were extremely unpleasant-it depends on the staff some are clever enough to put an act on whilst others are just doing their job properly

Smashing

Most places know in advance - I got uncharacteristically good service one day and was most confused, until I overheard the manager reminding someone that the mystery shopper was due in that day.

They were back to their usual selves the next day.

davethecue

Smashing wrote:

Most places know in advance - I got uncharacteristically good service one day and was most confused, until I overheard the manager reminding someone that the mystery shopper was due in that day.

They were back to their usual selves the next day.

Good point
Next time I go shopping I think I'll phone all the shops up with a tip that a mystery shopper is on his way
Should ensure proper service me thinks !!!

Curlyz

Just a quick note - my son works for Carphone - he got mystery shopped - he didn't know anything about it 'til carphone sent him £300 worth of high st vouchers for getting 100% - so don't be too cynical - there is good service out there. (Clever boy - must take after his mum!!!!)

vindalooloo

I work in a very well known High Street Health Food store and yes, we are told in advance that we are going to be Mystery Shopped (however it could be any time within a three month 'window').

Mrs_Sparkle

I suspected the Vodafone guy that I mystery shopped knew what I was doing as he was extremely friendly and helpful- how cynical am I though- he may have just been excellent at customer service like Curlyz's son :-)

Warriorsith

I work for a place that also has mystery shoppers we get 2 per month and as the mystery shopper is under instruction to follow a certain way for asking or looking/purchasing items and the overall experaince, those who work in the 'shops' will be taught what actions or questions the mystery shopper will ask. The 'shopper' is just seeing whether or not the staff has been taught correctly by the company they work for. How well they do is set by staff and 'shopper' alike. Don't forget that the companies asking for the Gapbusters' / Mystery shoppers pay for this service so they can see the results of the training given and the shops overall customer service, I think each shop has it's own reward system to ensure the staff do they're best.

At times you can tell when you have a 'mystery shopper' as they have to do certain things ie ask for a receipt, but by then your halfway through the assignment and you'd can only do what you can to ensure it's a good one. If you ever get a bad one, the bosses don't half come down on the store and its workers.

So please be fair and non bais when doing your 'assignments'. Thanks!