Mystery shopping anonymously evalutes the customer experience at your business and provides an objective, fact-based snapshot of that experience. The majority of the most well-known and highly-respected brands in the world use mystery shopping, including restaurants, retail stores, banks/financial institutions, health care providers and grocery stores.

A common misperception about mystery shopping is that it’s a way for managers to “spy” on their employees. The MSPA suggests there’s a much better way.

The most effective mystery shopping programs are designed to catch employees doing it right. The tool is best used as an objective, honest assessment of the customer experience. That assessment should be followed-up with training, new company standards or other actions to re-inforce employee expectations.

Sometimes mystery shopping is used in a rewards program, where employess receive cash, vacation days, company-wide recognition or other incentives for a job well done. Every program is different and the rewards, or the “carrots,” can be customized to your business needs, resources and culture.

To find more about how you can motivate employees and improve the service you provide, contact your mystery shopping provider.