 Mystery shopping is becoming more and more used by retailers throughout the world as a management tool to help them learn more about their customer’s impressions of their business premises and facilities, products and level of customer relations with the ultimate objectives to help them view their business through their customer’s eyes.
One of ERLMS’ services is to help organisations design customised Mystery Shopper Programmes to suit their individual needs. When a client of ours comes on board with us to providing customised Mystery Shopping services, we will draw up a model that incorporates and defines the information and improvement factors that the client wishes to measure as a part of mystery shopper survey exercise. We include in each programme survey instruments and define assignments that are to be allocated to shoppers. Depending on the client request, we also help in recruiting and training mystery shoppers as well as assisting in all or some of the processes involved in such an exercise, including designing mystery shopper questionnaire, data analysis and evaluation, presenting findings and recommending changes for improvement etc.
Our goal is to help our clients gain customer insight into how the customer service related functions and customer-facing premises of their business are performing, and to utilise the information gathered for use as part of performance management and service improvement initiatives.
Some common mystery shopping assignments include:
- Shopping for new clothes or items in a department store.
- Shopping for food items in a supermarket.
- Getting take ways or having a casual meal at a fast food store.
- Dining with your family or friends at restaurants.
- Going golfing in a golf resort.
- Having a relaxing day at a health club or resort.
- Enjoying a fun-filled trip with your family at a holiday resort or hotel.
- Getting banking and investment information, applying for a mortgage and opening of accounts in a bank.
- Shopping for travel information, holiday tour packages and travel tickets in a travel agent.
- Shopping of products online.
- Watching the latest movies.
- Renting videos from a video shop.
- Responding to promotional campaigns.
- Enquiring for product prices and stock availability or service costs and lead times in convenience stores, supermarkets, electronics stores or grocery stores.
- Booking appointments for services offered.
- Shopping at a variety of other businesses such as gift stores, drug stores, book stores, car dealers stores, health clubs, home decorating stores, ice cream shops, travel agents, jewellery stores, baby accessory stores, clothing stores, sportswear and equipment stores, telecommunication, optical stores, hardware stores, house ware stores, toy stores etc.
In addition to customised services, we have developed 4 standard ERLMS Mystery Shopper Programmes made easy for companies to purchase and implement on their own.
Each programme also provides 3 options of purchase. All you need to do is select one option and a programme that most suits your retail business sector.
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