{"id":19515,"date":"2025-02-10T01:20:00","date_gmt":"2025-02-09T22:20:00","guid":{"rendered":"https:\/\/trendline.ee\/mystery-shopping-quality-how-to-ensure-it\/"},"modified":"2025-05-17T20:07:22","modified_gmt":"2025-05-17T17:07:22","slug":"quality-mystery-shopping","status":"publish","type":"post","link":"https:\/\/trendline.ee\/en\/quality-mystery-shopping\/","title":{"rendered":"How to provide QUALITY Mystery Shopping service?"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_raw_html css=&#8221;&#8221;]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[\/vc_raw_html][\/vc_column][\/vc_row][vc_row][vc_column][vc_raw_html css=&#8221;&#8221;]JTNDJTIxLS0lMjBHb29nbGUlMjBUYWclMjBNYW5hZ2VyJTIwJTI4bm9zY3JpcHQlMjklMjAtLSUzRSUwQSUzQ25vc2NyaXB0JTNFJTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZ3d3cuZ29vZ2xldGFnbWFuYWdlci5jb20lMkZucy5odG1sJTNGaWQlM0RHVE0tVzQ3VFQ3VzYlMjIlMEFoZWlnaHQlM0QlMjIwJTIyJTIwd2lkdGglM0QlMjIwJTIyJTIwc3R5bGUlM0QlMjJkaXNwbGF5JTNBbm9uZSUzQnZpc2liaWxpdHklM0FoaWRkZW4lMjIlM0UlM0MlMkZpZnJhbWUlM0UlM0MlMkZub3NjcmlwdCUzRSUwQSUzQyUyMS0tJTIwRW5kJTIwR29vZ2xlJTIwVGFnJTIwTWFuYWdlciUyMCUyOG5vc2NyaXB0JTI5JTIwLS0lM0U=[\/vc_raw_html][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]The quality of the Mysterey Shopping is an important factor in determining the correct focus of the company&#8217;s development activities, whether it is <a href=\"https:\/\/trendline.ee\/en\/mystery-shopping-4\/\">retailers<\/a>, catering, hotels-spas or financial institutions. How so? Mystery Shopping service evaluates &#8220;how does it turn out in reality?&#8221;, i.e., what is the <strong>reality<\/strong> of the moment?<\/p>\r\n\r\n<p>Based on this service, future <strong>action plans<\/strong> are established &#8211; a <strong>&#8220;diagnosis&#8221; is determined<\/strong>. Based on this, it is decided which <a href=\"https:\/\/trendline.ee\/en\">trainings<\/a> are necessary and for whom. But &#8230; how to evaluate the <strong>quality<\/strong> of the evaluater? How to understand if the provided Mystery Shopping service is with high quality? In other words, how to evaluate the one who makes the diagnosis?<\/p>\r\n\r\n<p>&nbsp;<\/p>\r\n\r\n<h2 class=\"wp-block-heading\">1<strong>. Mystery Shoppers motivation<\/strong><\/h2>\r\n\r\n<p>Mystery Shopping is a <strong>job<\/strong> <strong>like any other<\/strong>! Completing tasks <strong>by a Mystery Shopper<\/strong> includes quite a lot:<\/p>\r\n\r\n<p>&nbsp;<\/p>\r\n\r\n<ul class=\"wp-block-list\">\r\n<li style=\"list-style-type: none;\">\r\n<ul class=\"wp-block-list\">\r\n<li>understanding the <strong>general service process principles<\/strong>;<\/li>\r\n\r\n\r\n\r\n<li>familiarization with the initial task of the individual work (<strong>scenario<\/strong> and behavior);<\/li>\r\n\r\n\r\n\r\n<li><strong>familiarization<\/strong> with the particular questionnaire;<\/li>\r\n\r\n\r\n\r\n<li><strong>planning<\/strong> the logistics of the visits (especially if the project is with name based targeting, taking into account work schedules);<\/li>\r\n\r\n\r\n\r\n<li>making a<strong> visit<\/strong>;<\/li>\r\n\r\n\r\n\r\n<li>filling a <strong>form.<\/strong><\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n<p><\/p>\r\n\r\n<p>Undoubtedly, the <strong>fee<\/strong> paid by the Mystery Shopping company is an important <strong>motivator<\/strong> for the <a href=\"https:\/\/trendline.ee\/en\/want-to-become-a-mystery-shopper\/\">Mystery Shopper<\/a> to do this work long-term and <strong>conscientiously<\/strong>. 3-4 Euros would rather not motivate to do all these steps with high quality.<\/p>\r\n\r\n<p>&nbsp;<\/p>\r\n\r\n<h2 class=\"wp-block-heading\"><strong>2. Key to quality Mystery Shopping is objectivity<\/strong>!<\/h2>\r\n\r\n<p>The quality of the Mystery Shoppings is directly affected by the <a href=\"https:\/\/trendline.ee\/en\/customer-feedback-vs-mystery-shopping\/\">objectivity<\/a> of a visit report. If the Mystery Shopper is asked what <strong>they personally think<\/strong> or <strong>feel<\/strong> or even <strong>recommend<\/strong>, and these results affect the overall score, then a contradictions easily arises with what the evaluated <strong>employee<\/strong> feels, thinks, or even with what the employee <strong>knows<\/strong> that the <strong>employer<\/strong> actually expects from him based on the service standard. There are other services and opportunities for collecting <a href=\"https:\/\/trendline.ee\/en\/customer-satisfaction-feedback-gathering\/\">personal opinions<\/a> of customers! (Read about customer&#8217;s feedback collecting service <a href=\"https:\/\/trendline.ee\/en\/customer-satisfaction-feedback-gathering\/\">here<\/a>:). However, allowing subjectivity in Mystery Shopping leads to challenging the results, because situations are understood differently. In order to ensure objectivity, questionnaires should understand the service situation being observed and be based on the service standard of particular company. In different <a href=\"https:\/\/trendline.ee\/en\/mystery-shopping-in-shopping-centres\/\">service situations<\/a> (such as a pie counter, a bank teller, an electronics store, or a hotel reception) it is definitely wise to use different questionnaires because the nature of service proccess and customer communication in these situations is very different.<\/p>\r\n\r\n<p>&nbsp;<\/p>\r\n\r\n<h2 class=\"wp-block-heading\"><strong>How to achieve quality in Mystery Shopping service?<\/strong><\/h2>\r\n\r\n<p>On <strong>July 21, 2021<\/strong>, the European Union <a href=\"https:\/\/www.eba.europa.eu\/european-banking-authority-publishes-methodological-guide-mystery-shopping\">EBA<\/a> (European Banking Authority) published a document created and thoroughly developed by professionals with recommended guidelines for organizing Mystery shopping in Europe. Here are few of the guidelines that all Mystery Shopping companies <strong>customers<\/strong> should know so that the service could be meaningful:<\/p>\r\n\r\n<p>&nbsp;<\/p>\r\n\r\n<ul class=\"wp-block-list\">\r\n<li style=\"list-style-type: none;\">\r\n<ul class=\"wp-block-list\">\r\n<li>avoid asking Mystery Shoppers for their <strong>personal<\/strong> opinion;<\/li>\r\n\r\n\r\n\r\n<li>prepare <strong>clear scenarios<\/strong>;<\/li>\r\n\r\n\r\n\r\n<li>in the questionnaire <strong>no more<\/strong> than <strong>30<\/strong> questions;<\/li>\r\n\r\n\r\n\r\n<li>Mystery Shoppers should not <strong>provoke or bully<\/strong> the tested employee, rather they should behave like a normal client;<\/li>\r\n\r\n\r\n\r\n<li>provide comprehensive <strong>training<\/strong> and <strong>instructions<\/strong> to Mystery Shoppers;<\/li>\r\n\r\n\r\n\r\n<li>avoid <strong>perceptual<\/strong> questions;<\/li>\r\n\r\n\r\n\r\n<li>if used, <strong>separate<\/strong> subjective questions from objective ones;<\/li>\r\n\r\n\r\n\r\n<li>measure employees&#8217; compliance with the <strong>company&#8217;s<\/strong> expectations;<\/li>\r\n\r\n\r\n\r\n<li><strong>optional<\/strong> free text comments on the questionnaire;<\/li>\r\n\r\n\r\n\r\n<li>a clear <strong>project manager<\/strong> for the Mystery Shopping waves who communicates with the Shoppers;<\/li>\r\n\r\n\r\n\r\n<li><strong>categorization<\/strong> of results.<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n<p><\/p>\r\n\r\n<p><strong>The medicines we consume must be of high quality.<\/strong> If everything is well discussed and settled in the preparatory work process, the Mystery Shopping service will not cause <strong>allergic reactions<\/strong> in <a href=\"https:\/\/trendline.ee\/en\/time-out-in-your-company-how-to-use-it-2\/\">employees<\/a>, but rather it is a <a href=\"https:\/\/trendline.ee\/en\/platform\/\">tool<\/a> that <strong>supports<\/strong>, <strong>strengthens<\/strong> and systematically <strong>develops<\/strong> them as individuals as well as the entire company.<\/p>\r\n\r\n<p><strong>Eero Palm<\/strong><br \/>Trendline Analytics, CEO<\/p>\r\n\r\n<p>&nbsp;<\/p>\r\n\r\n<figure class=\"wp-block-image\"><a href=\"https:\/\/i0.wp.com\/trendline.ee\/wp-content\/uploads\/2022\/11\/image.png?ssl=1\"><img loading=\"lazy\" decoding=\"async\" width=\"16\" height=\"16\" class=\"wp-image-18935\" src=\"https:\/\/i0.wp.com\/trendline.ee\/wp-content\/uploads\/2022\/11\/image.png?resize=16%2C16&amp;ssl=1\" alt=\"\" \/><\/a><\/figure>\r\n\r\n<p>&nbsp;<\/p>\r\n\r\n<p class=\"has-white-color has-text-color\">.<\/p>\r\n\r\n<p><strong>Trendline<\/strong> &#8211; 20 years of experience!<\/p>\r\n\r\n<p>&nbsp;<\/p>\r\n\r\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/i0.wp.com\/trendline.ee\/wp-content\/uploads\/2022\/07\/icons8-Guarantee-100-20.png?ssl=1\"><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" width=\"100\" height=\"100\" class=\"wp-image-18003\" src=\"https:\/\/i0.wp.com\/trendline.ee\/wp-content\/uploads\/2022\/07\/icons8-Guarantee-100-20.png?resize=100%2C100&#038;ssl=1\" alt=\"Trendline Analytics 20 years experience - trainings, mystery shopping, service standards, surveys\" \/><\/a><\/figure>\r\n\r\n<p>\u00a0<\/p>\r\n<p>[\/vc_column_text][\/vc_column][\/vc_row]<\/p><\/div>","protected":false},"excerpt":{"rendered":"<p>Mystery Shopping quality &#8211; how to measure it? Why is it so important?<\/p>\n<p>After all, based on the results of the tests, future action plans are established &#8211; &#8220;treatment&#8221; is determined.<br \/>\nHow to evaluate the quality of a doctor? The level of who prescribes (recommends) the medicine? <\/p>\n<p>The article highlights, among other things, the advice for organizing mystery shopping from a document created on the basis of a thorough analysis by the EBA (European Banking Authority) of the European Union, published on July 21, 2021. You will find mature advice with recommended guidelines for organizing Mystery Shopping in Europe.<br \/>\nRead more &#8230;<\/p>\n","protected":false},"author":1,"featured_media":10016,"comment_status":"closed","ping_status":"open","sticky":true,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[127,63,126,125],"tags":[],"class_list":["post-19515","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-home-page","category-mystery-shopping","category-top-2-en","category-top-read","category-127","category-63","category-126","category-125","description-off"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to provide QUALITY Mystery Shopping service? - Trendline<\/title>\n<meta name=\"description\" content=\"Mystery Shopping quality comes from &quot;diagnosis&quot; accuracy! 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