Helping companies define, measure and improve performance
Mystery Shopping Tips & Myths
How do you build a solid mystery shopping program? How do you know if you are choosing the right mystery shopping company? Here are a few things you should know before you make your investment in mystery shopping and a shopping company:
Myth: "Our Shoppers are Better Trained"
Myth: "All Mystery Shopping Companies Carefully Select Shoppers"
Many large mystery shopping companies automate this process to streamline their costs. They simply post assignments on an internet bulletin board, then wait for the shoppers to choose where they want to shop. The unfortunate result for you is that the quality of your project is now in question. The people shopping your business aren't necessarily the best - they're the ones who logged onto the internet the earliest!
With RetailTrack, the shoppers working on your project are hand-selected, and specifically invited to work on your project because of their qualifications and our experience with them. We have actually interviewed and screened every single shopper, and we will never give a shopper a job just because of an on-line application form they filled out.
Tip: A shopper is only as good as your requirements
Only put on your form the information you absolutely need to know, and leave the "nice-to-know" information out of it. As a rule of thumb, we recommend that you never have more than 10-15 questions. Before you begin a project, do a couple of sample shops yourself, and see how well you remember the information. For every new question you add to your shop, the accuracy of the results will diminish.
Tip: The answers you get are only as good as the context of the information
Tip: Experience is critical
Knowledge of your industry is essential as well. The people who design the reports, the people who hire the shoppers, the people who review the reports, and the people who do the analysis all need to have an in-depth understanding of your industry in order for you to get the best results. You will only get the information you want when the people understand what you're looking for and why. That's why RetailTrack takes such great care at the beginning to ensure we get to know your business and your needs.
Tip: Look for flexibility and responsiveness
Some mystery shopping companies will ask you for excessively long lead times or even penalize you for short turn-arounds. Quite frankly - that's just gouging. RetailTrack tailors everything - from the shoppers report form to the reporting you receive - to the format that best suits you and your company. And only in very rare circumstances will extra costs be involved.
Myth: "High-tech means high quality"
RetailTrack also has a sophisticated web-based application - our own RetailTrack SMART System. It was designed specifically with our clients in mind, and gives us the flexibility to meet the needs of all our customers.
Having said that, if one of our customers prefers email, fax or hard-copy reporting - we will do that too. We feel that our customers should get things the way they want it - instead of forcing them to be flexible to our needs.
Myth: "Customized means expensive"
To Find out More
1 (800) 576-6860