Tuesday, January 17, 2012

Top Five Questions to Ask Your Mystery Shopping Provider

Looking for a company to coordinate your business’ mystery shopping program but you’re feeling overwhelmed? I can’t blame you for feeling that way. There are questions to be asked. But if you’re new to the very concept of mystery shopping, you may not even know where to begin.
Here are five questions to ask the mystery shopping provider: 

1. Are they knowledgeable about, and committed to, your industry?

The answer, of course, is “they’d better be!” How would you expect a company to choose good shoppers who are qualified to evaluate your business if they don’t know the first thing about your industry? Instant-Replays specializes mystery shopping services to the following industries:
  • Home builders
  • Retail stores
  • Automobile dealerships
  • Automotive and tire services 
  • Restaurants
  • Hotels
  • Human Resources
  • Senior living

2. Can the mystery shopping provider set up actionable quality metrics?

“Actionable quality metrics?” It may sound like corporate lingo, but it’s just another way to say the results actually mean something to you. Offer you a potential edge on your competition going forward.

3. Who are the mystery shopping provider’s evaluators?

Instant-Replay's reporting system ensures that you’ll have the best, most qualified shoppers coming to your business. Once an applicant is in our system, they’re assigned a rating that fluctuates depending on how well they perform in each shop.
Many of those shoppers can provide audio/visual information that provide richer results than a plain paper report. These shoppers, in addition to writing up their experience, will be your eyes and ears.

4. Where is the data stored, and how secure is it?

Obviously, the results of your shop are highly sensitive. They could be the key to your business’ competitive advantage. Instant-Replays ensures that all results are confidential to the business. They are backed up on a secure server, and safe for you to access at your leisure.

5. Can the mystery shopping company guarantee 100% fulfillment?
There are many mystery shopping providers who can serve clients in large, urban locations like NYC, LA or Chicago. If you have stores in remote areas, however, make sure those locations get the same quality of care as the easier-to-fulfill, urban locations.  Demand 100% fulfillment for all of your locations. Good mystery shopping programs will not have a problem with that.

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