{"id":20043,"date":"2023-07-24T12:54:44","date_gmt":"2023-07-24T09:54:44","guid":{"rendered":"https:\/\/trendline.ee\/miks-meie-ettevottes-neid-mottetuid-testoste-tehakse\/"},"modified":"2025-05-18T21:35:33","modified_gmt":"2025-05-18T18:35:33","slug":"mystery-shopping-service-why-in-our-company","status":"publish","type":"post","link":"https:\/\/trendline.ee\/en\/mystery-shopping-service-why-in-our-company\/","title":{"rendered":"Why do we need Mystery Shopping service in our company?"},"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 question \u201cWhy?\u201d can be viewed in different ways. Firstly, \u201cWhy?\u201d as in \u201cWhy do it at all? It\u2019s not necessary or meaningful\u201d or \u201cWhy? I don\u2019t quite understand it, but I\u2019d like to understand\u201d.<\/p>\r\n\r\n<p>I\u2019m not entirely sure because corporate cultures can be quite different.\u00a0Sometimes, there might be, that businesses want to use the mystery shopping service in order to \u201ccoach\u201d weaker employees or to keep the staff \u201con edge\u201d.\u00a0Some mystery shopping could be highly critical, quite subjective, relying on the individual mystery shopper\u2019s personal opinions, irrespective of their credentials in the field of customer service. This approach undoubtedly creates some resistance and tension.\u00a0However, for the purposes of this article, let\u2019s assume that the above-mentioned issues do not no apply. Let&#8217;s assume that mystery shopping is conducted in a professional, well executed and in an objective and empathetic manner!<\/p>\r\n\r\n<p>So, what does it mean to be done well? The answer:\u00a0<a href=\"https:\/\/trendline.ee\/en\/quality-mystery-shopping\/\" target=\"_blank\" rel=\"noreferrer noopener\">well-executed mystery shopping<\/a>\u00a0visits can support and serve customer service representatives.\u00a0It\u2019s a service meant to assist them, encourage improvement and recognise excellence. Thoughtfully conducted mystery shopping can be likened to handling a delicate health check \u2013 not something meant for public distribution, but to take personal action or pride at good health.<\/p>\r\n\r\n<p>&nbsp;<\/p>\r\n\r\n<h2 class=\"wp-block-heading\"><strong><strong>For instance, why do we take a blood sample?<\/strong><\/strong><\/h2>\r\n\r\n<p>I am no Doctor, but it seems that when a person\u2019s blood sample is taken, there is a specific purpose behind it.\u00a0Before we start, it\u2019s crucial to determine what data needs to be analysed.\u00a0Is it to check iron levels, blood sugar, or search for infection, among other things?\u00a0Additionally, it\u2019s essential to know the correct (desired) level of said iron or sugar to compare the results accurately.\u00a0Once the sample has been taken as painlessly as possible, an expert needs to analyse the data.\u00a0Based on this analysis, the patient\u2019s health status should be personally and privately explained, along with any necessary steps to improve.\u00a0For example, your family doctor might recommend specific medications or other actions deemed necessary.<\/p>\r\n\r\n<p>And now, the most critical part! All of this effort becomes pointless if the patient doesn\u2019t follow the advice!\u00a0However, if they do, their next blood test after a few months will show significant changes. The focus won\u2019t just be on the numbers in the test, but also on their overall well-being and improved health. That\u2019s the ultimate goal of the process.\u00a0Does all this sound familiar?<\/p>\r\n\r\n<p>&nbsp;<\/p>\r\n\r\n<h2 class=\"wp-block-heading\"><strong><strong>Invest in your personal development with the help of mystery shopping!<\/strong><\/strong><\/h2>\r\n\r\n<p>You probably already see similarities between mystery shopping and the blood test above. The scale of\u00a0<a href=\"https:\/\/mspa-ea.org\/en_GB\/news\/newsitem\/150-be-a-player-how-to-survive-and-thrive-in-a-business-world-full-of-dramatic-change.html\" target=\"_blank\" rel=\"noreferrer noopener\">mystery shopping<\/a>\u00a0must be balanced,\u00a0<a href=\"https:\/\/trendline.ee\/en\/customer-feedback-vs-mystery-shopping\/\" target=\"_blank\" rel=\"noreferrer noopener\">objective<\/a>\u00a0and have\u00a0specific focus.\u00a0Data needs to be thoroughly analysed before being brought to you, the customer service expert: what to concentrate on, why, and how. Pure criticism for the sake of it is undoubtedly demoralising &#8211; imagine if a family doctor simply criticised you without offering any solutions regarding your health. So, during a manager-employee\u00a0<a href=\"https:\/\/trendline.ee\/en\/providing-feedback-based-on-mystery-shopping-how-to-improve-it\/\">feedback\u00a0conversation<\/a>, clear steps should be provided to guide on why, what, how, and when to proceed.\u00a0And there we go! Success depends on the doctor, their diagnosis the patient and the cure \u2013 or the expert evaluation and personal ownership and action.\u00a0If a frontline service representative understands that the entire process helps them achieve their job responsibilities and the specific company\u2019s service standards, then accepting the advice becomes much easier.<\/p>\r\n\r\n<p>Ultimately, it\u2019s us who have to live with our health every day, not the doctor.\u00a0When you feel like a fish in water while serving customers, it brings a comfortable feeling.\u00a0Those 8 (or even more) hours spent working daily become much more enjoyable, stress-free, easier, happier, more meaningful, productive, exciting, varied, motivating, developmental, self-confident, calm, and overall, more human!\u00a0Are you mature enough to utilise the information gathered through mystery shopping to your advantage?\u00a0The phrase we often heard in school, \u201cYou\u2019re not studying for the teacher!\u201d takes on a fresh meaning as an adult.\u00a0As such, you can better adapt knowledge to real-life situations. Maybe we should all listen to those that help us understand our strengths and weaknesses, then take ownership and act &#8211; many of us think in hindsight that we should have diligently studied foreign languages when we found ourselves as adults in a different environment.<\/p>\r\n\r\n<p>&nbsp;<\/p>\r\n\r\n<h2 class=\"wp-block-heading\"><strong><strong>Do what is within your power!<\/strong><\/strong><\/h2>\r\n\r\n<p>Of course, line managers and internal trainers, who use the data collected through a\u00a0<a href=\"https:\/\/trendline.ee\/en\/mystery-shopping-in-baltic-countries\/\" target=\"_blank\" rel=\"noreferrer noopener\">mystery shopping service<\/a>, must act wisely for any situation to improve &#8211; that\u2019s their responsibility.\u00a0It is essential to remember that giving\u00a0<a href=\"https:\/\/trendline.ee\/en\/customer-satisfaction-feedback-gathering\/\" target=\"_blank\" rel=\"noreferrer noopener\">feedback<\/a>\u00a0and advice is a skill it can be challenging and uncomfortable &#8211; managers often feel uncertain in that role.\u00a0Good Doctors do their part with care and empathy, coaching good actions and recognising improvements.\u00a0While seeing a white coat might still cause some anxiety, and a prick from that needle will be momentarily uncomfortable, they are for the greater good &#8211; focus on the bigger picture and confidently use the diagnosis to your advantage!<\/p>\r\n\r\n<p><a href=\"https:\/\/www.linkedin.com\/in\/eero-palm\/\">Eero<\/a> Palm<\/p>\r\n\r\n<p><a href=\"https:\/\/www.linkedin.com\/company\/trendline\/\">Trendline<\/a> Analytics, CEO (Not a Doctor)<\/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\/2023\/03\/image.png?ssl=1\"><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" width=\"16\" height=\"16\" class=\"wp-image-19733\" src=\"https:\/\/i0.wp.com\/trendline.ee\/wp-content\/uploads\/2023\/03\/image.png?resize=16%2C16&#038;ssl=1\" alt=\"\" \/><\/a><\/figure>\r\n\r\n<p>Eero Palm&#8217;s article published on <a href=\"https:\/\/mspa-ea.org\/en_GB\/news\/newsitem\/178-why-do-you-need-mystery-shopping-health-check-your-service.html\">MSPA blog<\/a><\/p>\r\n<p>[\/vc_column_text][\/vc_column][\/vc_row]<\/p><\/div>","protected":false},"excerpt":{"rendered":"<p>Mystery Shopping service could easily cause an allergic reaction in company. Read in this article what can go wrong and how a company can avoid it. It is alaso very important to help service staff to understand the goal of this service and not to overreact.<\/p>\n","protected":false},"author":1,"featured_media":20007,"comment_status":"closed","ping_status":"open","sticky":false,"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":[127,137,63,125],"tags":[],"class_list":["post-20043","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-home-page","category-teenindus-en","category-mystery-shopping","category-top-read","category-127","category-137","category-63","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>Why do we need Mystery Shopping service in our company?<\/title>\n<meta name=\"description\" content=\"Article for customer service staff about understand the purpose of Mystery Shopping service. How not to overreact and get the best out of it?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/trendline.ee\/en\/mystery-shopping-service-why-in-our-company\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why do we need Mystery Shopping service in our company?\" \/>\n<meta property=\"og:description\" content=\"Article for customer service staff about understand the purpose of Mystery Shopping service. 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