Top tips for developing a successful Mystery Shopping Programme

Top tips for developing a successful Mystery Shopping Programme

Make sure that it works for the frontline

  • A tool to record colleagues doing the right things.
  • A mechanism of reward and recognition.

Open door policy

  • Share the assessment criteria and welcome questions or concerns through an email hotline.
  • Provide a human face to the Mystery Shopper programme.

Regular drumbeat of information to a set schedule

  • Focus management activity around results days
  • The more visits, the better the picture generated of that unit/team’s performance.

Set some core objectives to govern the programme by

  • Review all requested programme changes against the core objectives to keep your programme on track with established, long term business needs.

Build in flexibility to meet developing business needs

  • Flexible questions that can be switched on and off – possibly reported outside of the main results
  • Protect the value of historic comparisons.

Involvement and buy in across the business

  • Regular communication of results.
  • Sharing goals and objectives.

Provide context for results against competitors

  • Visited same time frame, same mystery shoppers, same mission (excluding of course brand specific elements)

Maintain the mystery: realistic ‘customers’ behaving typically

  • Often programmes are corrupted through the introduction of mission driven behaviour requests, which makes the Mystery Shopper stand out.

Understand the power offered through Mystery Shopping

  • Driver of desired behaviour and operational compliance – make sure what you measure is what is most important to customers.