Are you wondering what mystery shopping jobs can do for your business? Mystery shopping jobs provide a new type of research that is not widely available in the customer service marketplace today. If you partner with a mystery shopping company that employs a variety of shoppers across many demographics, you can take advantage of each shopper’s unique perspective to gain the clearest possible perspective of your company’s performance. Additionally, mystery shopping jobs can provide a business with both qualitative and quantitative research that can help a company grow in its success.
First, let’s discuss the types of research information that mystery shopping jobs can provide. Mystery shopping jobs provide qualitative research results by ensuring that the mystery shopper answer open-ended questions about the company and the mystery shopping experience. The questions sought out in a mystery shopping job are structured around helping the business meet its sales and customer service goals. Mystery shopping jobs can also provide quantitative research results. Through specialized research methods of measuring, monitoring, and analysis of operational and customer service standards, precise data can be gathered and analyzed through mystery shopping jobs. This data can then be assessed and turned into actionable results that the company can use to improve performance in sales and customer service.
Next, let’s discuss why mystery shopping jobs that utilize a variety of mystery shoppers from multiple demographics can be beneficial to your business. Believe it or not, very few businesses consider whether the customer service they offer differs according to the personal characteristics of their customers. For example, do customers who are of a minority ethnicities receive as good customer service as white customers? Do disabled customers receive above adequate service and care when they interact with your company’s employees? These types of issues can cross gender lines too. For example, do female customers feel that they’re treated with the same amount of respect as their male counterparts? Age can also be a factor when it comes to customer service evaluations – are older or younger customers marginalized for any particular reason? What about a senior citizen, a college student, a veteran, or a parent – are any of these people treated differently from one another – better or worse – because of their appearance?
There are so many ways that diversity in your customer base can appear, and as a responsible business owner or operator, you want to ensure that all your customers are treated with equal levels of respect. Mystery shopping jobs that employ people of all ages, ethnicities, genders, sexual orientations and other walks of life can provide your business with the clearest picture of how your staff serves your customers.
You may be wondering how a mystery shopping firm can provide your business with such a variety of coverages in research and responses. One way a mystery shopping firm can provide this first hand analysis is by placing shoppers who self-identify using their disability status, religion, ethnicity, age, gender, and sexual orientation into these mystery shopping jobs. Mystery shoppers then visit the business – it can be retail, a dining establishment, or a service provider – to evaluate and report back on their customer service experience.
Besides customer service, and depending on the needs of the business, a mystery shopping job can assess signage, store layout, building facilities like handicap-accessible restrooms, and more. Using open-ended qualitative questions and more data-driven quantitative questions, a mystery shopping job can be used to determine where gaps exist in customer service and sales methodologies, and what can be done to close those gaps.
The level of detail and the type of research gathered are highly dependent on the needs of the business and the types of mystery shopping jobs the business owner wants to employ first. By working with mystery shoppers who feature a wide range of diverse characteristics, better insights can be found into the nuances of what drives sales and improves customer service ratings. The important thing to note is that mystery shopping jobs can be incredibly useful to a business because they use a variety of data gathering methods to find insights into how to improve customer service and sales, by compiling the perspectives of a variety of shoppers and looking for patterns in the results.
Mystery shopping jobs that make a real difference for the firms they work with are likely able to have a positive impact because they are built on a strong foundation. Before hiring a mystery shopping consultant, be sure that the mystery shopping company has a stringent training process in place. Firm guidelines on accepting and training mystery shoppers are a crucial part of the mystery shopping program’s success. It’s never too late to find a mystery shopping job that can help your business take its customer service and sales abilities to the next level.