How Does It Work ?
On an assignment the Mystery shoppers go to designated establishments and pose as typical customers. When they leave, they fill out report forms that are custom-designed for each client as well as writing a narrative of our visit. As a shopper, we serve as the eyes and ears of our clients (owners and General Managers). The reports which are being produced are measurable and are designed to serve as benchmarks for future mystery shopping reports.
The advantage an anonymous service evaluation, commonly called "shopping," is one more way to assess how well your staff is serving your guests. When properly used, a mystery shopper helps you identify weaknesses and flaws in service delivery that never happen when you as the owner, General Manager are watching.
Mystery shopping is just one more tool to help management assess employee performance, assure consistent adherence to standards, maximize guest satisfaction and ultimately improve profits.