– MYSTERY SHOPPER

Mystery Shopper

A System to objectively audit “customer interaction” processes

Desired outcome for the TeamWorks “Mystery Shopper” system:
Empower our clients to reach their greatest potential by exceeding customer expectations.

Mystery Shopper System:

Step I:
Determine the client’s desired outcome, goals, and return on investment criteria for mystery shopper services. Discuss best methods on how to educate the organization with respect to the purpose and desired outcome for utilizing mystery shopper services – aligned with the vision, mission, and core values of the organization.

Step II:
Review the trainable and measurable processes that will be audited with an emphasis on those processes that focus on customer treatment, customer convenience, quality of services requested, and value of services (when applicable).

Step III:
Determine target customer profile and demographics for mystery shopper selection.

Step IV:
Determine logistics for mystery shopper auditing – locations, days, weeks, months, times, frequency, and specify target processes for each location.

Step V:
Selection and training of TeamWorks’ certified auditors. TeamWorks’ mystery shoppers do not follow scripts. The auditors will have prior knowledge and experience with respect to common retail customer interaction processes and will be educated to the trainable and measurable processes that will be audited. When applicable, we will create simulations to educate the auditors.

Step VI:
During the mystery shopper auditing phase, we will require that the client designate one Manager or Executive who will be accessible by cell phone during working hours.

Step VII: Reporting Phase
The TeamWorks reporting system includes one grading score and a specific report for each process audited. We recommend that the client’s leadership team meet with the mystery shoppers to discuss specific process related observations.