What is "Mystery Shopping"?
Mystery shopping is an objective view of your business through the eyes of your customer. Anonymously, we can evaluate the level of customer service experienced providing a detailed assessment of all aspects of the interaction.
How can an organisation benefit from mystery shopping?
Directly or indirectly, every touch point you have with your customers is important. The perception of your brand and your products is heavily based on the interaction your customers have with your employees.
Mystery shopping gives you an opportunity to check consistencies across your brand and monitor service delivery.
As a company that wishes to be customer-orientated grow their market share and encourage top performance, mystery shopping can be a valuable tool.
Training for your sales staff may be identified as an area of improvement enabling your organisation to increase sales.
How could an organisation effectively use the results of a mystery shopping programme?
The results of your customers’ experiences are available for review throughout the entire programme giving your organisation a valuable opportunity to implement change immediately.
Examples:
- Result: Cross-selling between products may be missing from the customer experience.
- Action: Training for your sales staff may be identified as an area of improvement enabling your an increase in sales.
- Result: Customers may have a vastly different experience between one store and another creating a wide variance across your brand.
- Action: Your organisation may embark on a campaign that communicates your standards and policies more effectively.
- Result: Your customer Help Line is overloaded at specific times of the day making it frustrating for a caller to speak to someone who can assist them. Action: Your organisation makes necessary staffing changes that enables your business to improve on customer satisfaction.
- Result: Team performance within your organisation varies with some lacking enthusiasm and drive. Action: Your organisation creates ‘buy-in’ from your team members through the mystery shopping programme, resulting in increased motivatation and a greater retention of staff.
What does a Mystery Shopper/Agent do?
A Mystery Shopper/Agent acts anonymously just like any typical customer and reports back on certain areas of their experience in an honest and objective manner.
As a Mystery Shopper/Agent, you may be asked to:
- Visit a store and purchase an item
- Call an organisation and enquire about their services
- Review a website and look for information
How do I become a Mystery Shopper/Agent for Under Control UAE?
Registering with us online is the fastest way to apply to be one of our valuable team members. Providing you are 18 years or older, we will review
your application and if you meet the applicant criteria, contact you for an interview.
What qualifications do I need to be a Mystery Shopper?
No previous experience is necessary, as we will be providing you with training and guidance on how to be a great mystery shopper/agent.
We like working with people that are strong in the following areas:
- Reliable
- Self-disciplined
- Objective
- Accurate
- Flexible
What tools or equipment do I need?
Access to a computer and the Internet is necessary as this is how you will submit your reports to us. An email address is also important, as this is how we frequently communicate with our team members.
Access to transport (public or private vehicle) is also sometimes a necessity in order to make a physical visit.
How much will I be paid?
It is important to understand that being a Mystery Shopper/Agent is not intended to replace a full-time income. It is a way to earn a little extra cash.
Rates will vary from assignment to assignment and we will always advise you of the remuneration in advance before you accept the job (including whether there is any reimbursement for travel or expenses). You then decide whether you wish to take on the assignment.