The Mystery Shopping Process

Mystery Shopping begins with a needs analysis, and the careful strategic design of the mystery shopping program.  Once your mystery shopping program is designed, RetailTrack's qualified, trained investigators (shoppers) will visit your locations, or telephone your team (for telephone shops) .  They then interact with your people posing as typical customers.  Using the developed criteria as a guideline, the investigators observe and record operations and employee behaviours. The information is recorded in two ways: 'quantitative', and 'qualitative'. The quantitative portion of the report is the numerical score allocated to each pre-defined criterium.

This numerical score can then be used to rank the performance of a single location or service within a larger group, or track the performance of a location or locations over a period of time.

The qualitative portion of the report is where the investigator writes, in his or her own words, details of the experience.  This gives you a strong reference point for the numerical, quantitative score; and also describes a real, live situation to which employees can easily relate.

 At the completion of a mystery shop, you recieve a copy of each individual shop, and a statistical report customized to give you information in the precise format you require.