Mystery Shopping for SHOPPING CENTRES and RETAIL:
Service Evaluation for HOTELS and SPAS.
FAQWe are based on Your expectations to Your employees. During the preparation work, we prepare questionnaires based on Your service standard, on the basis of which we perform Mystery Shopping.
For example, in Estonia we use Mystery Shoppers who speak Estonian, Russian, English and Finnish. Using Mystery Shopping in different languages will help You to understand how You are serving the respective target groups. In each country, we use test clients that speak the language of the country.
Yes of course! We want to offer a service based on your current needs at any time. When changing the questionnaires, all the comparative information collected on the basis of the previous questionnaires will remain.
No! We use as many different questionnaires as needed during the same test wave, depending on which service situations You want to measure. And even when testing the same department, service situations are different, such as check-in and check-out situations or the showroom and checkout.
In this case, there are 2 options. 1. whether the scale is subjective, ie the personal opinion of the test clients is asked (and they are different for each person). Or 2. if the questionnaires are of high quality and objective, the level of service is unstable and uneven. In this case, regular customers also receive different level service.
An internal audit is for “shadow observations” performed by Your company’s head of department, internal trainer, shift overseer, or someone else and enters the result into the Trendline platform. The results of Mystery Shopping (external audit) and internal audit can be compared on the same desktop.
During the preparatory work, we will discuss with you and help you fix service templates. These are the basis for test visits. We create service templates for Your different departments based on the respective service communication. We fix the so-called red and green patterns of behavior. We will start to measure their implementation objectively. Based on them, you can create measurable and realistic service standards if you wish.
Not in Trendline’s case. This is very possible if the questionnaires are constructed subjectively. In other words, if the questionnaires ask for the personal opinion of this particular person (Mystery Shopper), then it is subjective and does not provide special input for development activities. Trendline approach is different. Rather, we objectively measure the extent to which the customer communication of Your employees meets the specific expectations set by the Company. All Trendline Mystery Shoppers follow the principles of the Mystery Shopping Professionals Association (MSPA) Code of Ethics for Mystery Shoppers.
For each job, we use so many unique Shoppers that the same service provider or spot will not be tested by the same test client during the same test wave.
Since we give Mystery Shoppers good training, we want to give them as much work as possible instead of each of them is doing 1-2 jobs in a year and the tests being brittle. Experiences comes from experiencing. Mystery Shoppers experience and skills in naturally monitoring scenarios grow as they work. Our interface helps them to avoid employees who have already been tested (and especially by them).
You can compare both by test waves as a whole and also by one specific measure (question). You can also compare the results of, for example, Estonia, Latvia and Lithuania if you are a company in several countries. In our Platform, You can also compare in detail, for example, the average result of the whole Country (or the whole company) with the result of one department. You can compare all employees by name and see who would need development on which topics, etc.
We have also started large-scale nationwide test waves with only one week’s notice. The speed of getting started depends on how many different service situations you want to measure (ie the time it takes to create and coordinate different questionnaires). Preparation work involves creating questionnaires based on Your service standards and then validating it.
Measuring service does not in itself improve service, but development activities planned on the basis of measurement results. Mystery Shopping should be followed by development activities, either for the department or for the company as a whole.
If the aim is to include the results of Mystery Shopping as a single measure in the employee bonus system, it would be sensible for each employee to be subjected to several tests nominally during the year to measure his or her level. If the goal is to measure the average level of departments on a random basis, then depending on the number of employees, budget opportunities and the impact of departments on business results, a service audit is useful either monthly or quarterly. Certain departments are certainly more critical than others. In our practice, there are partners with monthly Mystery Shopping cooperation, as well as those who do, for example, 2 large-scale test waves in a year.
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Trendline Analytics is a member of MSPA
