What is Mystery Shopping?
Many companies contract market research companies to evaluate the quality of service within their business; these mystery shopping companies use mystery shoppers to obtain the information anonymously. They brief a mystery shopper to use the services or facilities in a shop or restaurant, for example, and then report back on the experience. Usually the mystery shopper is then reimbursed, and often can keep the product or service.
If you love to shop or eat out you may have been tempted by websites and unsolicited emails claiming that you can earn money as a mystery shopper. Sometimes unscrupulous mystery shopping promoters try to tempt people by offering meals at prestigious restaurants, shopping at luxury shops or staying at five star hotels. Unfortunately the reality is that most marketing companies fail to live up to the hype and do not deliver great mystery shopper opportunities.
According to Retail Active (a leading Mystery Shopping Company) mystery shopping is best considered as a part-time activity. Retail Active offer mystery shopping opportunities online at www.retailactive.com this enables their carefully selected and registered mystery shoppers to select the assignments they want to participate in.
On the flipside there are fraudulent mystery shopping organisations that promote the impression that they can offer lucrative mystery shopper jobs with reputable companies. These jobs are often fake and require unsuspecting potential mystery shoppers to register and then pay a fee for information about a job or list of mystery shopping companies. Retail Active warns that you should NEVER pay money to anyone to become a mystery shopper. Remember lists of reputable Mystery Shopping companies are available for free with legitimate mystery shopper jobs widely published on the Internet. Reputable mystery shopping companies such as Retail Active offer jobs via the internet in a secure and professional environment. Remember legitimate companies don’t charge an application fee!
Mystery Shopping Facts
1. Search the Internet for mystery shopping companies that are accepting applications.
2. Only submit applications online.
3. Becoming a legitimate mystery shopper for a legitimate company doesn’t cost a penny
4. Do some homework about mystery shopping and be sceptical of mystery shopping organisations promoters who advertise by unsolicited email.
5. Never buy mystery shopping directories online from companies that provide mystery shoppers
6. If you think you have encountered a mystery shopping scam contact the police.
For information on how to register to be a mystery shopper with Retail Active visit www.retailactive.com
Tuesday, 13 January 2009
Thursday, 11 December 2008
Mystery Shopping – What is it and how does it work?
Mystery Shopping is a service offered by market research companies to measure the quality of customer service. Mystery Shopping began in the USA
Today companies are using Mystery Shopping programmes to help improve their business and to get a more in depth view of how their staff interact with their customers.
Any company wanting to learn more about customer satisfaction, advocacy and operational execution can use a Mystery Shopping programme. Typical businesses using this type of consumer insight information are:
* Petrol Stations
* Restaurants
* Travel Companies
* Supermarkets
* Leisure Operators
* Automotive Companies
* Spas
* Banks
* Cruise Lines
* Many more
Customer service is an important aspect in any business as it lets the company keep up with its competitors. Ensuring satisfaction in every shopping experience is vital to success. Mystery Shopping facilitates your company to ensure that the efficiency of your customer service meets the requirements set out by yourselves.
Mystery Shopping not only looks at how well your staff are doing, but also at how you can maximise the strategic value of your business.
With each Mystery Shopping programme, mystery shoppers are employed and given an assignment where they collect information about your business in a professional and objective manner. The results are then recorded and used to create detailed consumer insight. This raw data is returned to the market research company where they will report the detailed findings back to the client. Often the reportage is created using sophisticated software to highlight information of a strategically important nature.
Mystery Shopping programmes can range from simple questionnaires to elaborate market research projects, supported by cutting edge metrics and business tools. Research can be captured using written word, audio or video recording depending on the requirement of the client.
A Mystery Shopping company that makes a real and lasting difference to your business is hard to find. One company worth mentioning is Retail Active.
Retail Active is a Mystery Shopping Agency with a difference. They will help you to define measures that will drive you and your people to do the right thing. Retail Active Mystery Shopping programme makes a critical business contribution to some of the world’s most recognisable brands. All of their clients have seen significant, measurable and cost effective improvements by working with them. Retail Active will help you take your business to the next level of success.
With Retail Active’s Mystery Shopping programme, the information gathered is extensive and can be gathered in a number of ways.
* Employee Satisfaction Surveys
* On-line Customer Satisfaction Surveys
* Video Mystery shopping
* Retail Audits
* Brand Audits
* Telephone Mystery Calls
* Facilities Audits
* Price Surveys
* Competitor Benchmarking
If you would like to know more about Retail Active Mystery Shopping Programme, you can visit their web site www.retailactive.com, alternatively you can contact them on 01235 438413.
Retail Active
Sequential Solutions Ltd
Start Electron
Fermi Avenue
Harwell Science and Innovation Campus
Oxfordshire
OX11 0QR
www.retailactive.com
Today companies are using Mystery Shopping programmes to help improve their business and to get a more in depth view of how their staff interact with their customers.
Any company wanting to learn more about customer satisfaction, advocacy and operational execution can use a Mystery Shopping programme. Typical businesses using this type of consumer insight information are:
* Petrol Stations
* Restaurants
* Travel Companies
* Supermarkets
* Leisure Operators
* Automotive Companies
* Spas
* Banks
* Cruise Lines
* Many more
Customer service is an important aspect in any business as it lets the company keep up with its competitors. Ensuring satisfaction in every shopping experience is vital to success. Mystery Shopping facilitates your company to ensure that the efficiency of your customer service meets the requirements set out by yourselves.
Mystery Shopping not only looks at how well your staff are doing, but also at how you can maximise the strategic value of your business.
With each Mystery Shopping programme, mystery shoppers are employed and given an assignment where they collect information about your business in a professional and objective manner. The results are then recorded and used to create detailed consumer insight. This raw data is returned to the market research company where they will report the detailed findings back to the client. Often the reportage is created using sophisticated software to highlight information of a strategically important nature.
Mystery Shopping programmes can range from simple questionnaires to elaborate market research projects, supported by cutting edge metrics and business tools. Research can be captured using written word, audio or video recording depending on the requirement of the client.
A Mystery Shopping company that makes a real and lasting difference to your business is hard to find. One company worth mentioning is Retail Active.
Retail Active is a Mystery Shopping Agency with a difference. They will help you to define measures that will drive you and your people to do the right thing. Retail Active Mystery Shopping programme makes a critical business contribution to some of the world’s most recognisable brands. All of their clients have seen significant, measurable and cost effective improvements by working with them. Retail Active will help you take your business to the next level of success.
With Retail Active’s Mystery Shopping programme, the information gathered is extensive and can be gathered in a number of ways.
* Employee Satisfaction Surveys
* On-line Customer Satisfaction Surveys
* Video Mystery shopping
* Retail Audits
* Brand Audits
* Telephone Mystery Calls
* Facilities Audits
* Price Surveys
* Competitor Benchmarking
If you would like to know more about Retail Active Mystery Shopping Programme, you can visit their web site www.retailactive.com, alternatively you can contact them on 01235 438413.
Retail Active
Sequential Solutions Ltd
Start Electron
Fermi Avenue
Harwell Science and Innovation Campus
Oxfordshire
OX11 0QR
www.retailactive.com
Tuesday, 9 December 2008
Retail Active Pioneers New Mystery Guest Programmes Within The Hotel Sector
Exceptional levels of customer service are vital to the success of any leading hotel brand. Hotels need to continually monitor and evaluate the service their staff offer their customers and are turning to Retail Active Mystery Guest programmes as a means to measure that service.
The benefits of Mystery Guest Programmes within hotels are endless. Not only do the programmes measure and monitor the levels of service the hotel provides, but helps to improve sales and customer retention. Continual measurement ensures standards are constantly achieved.
As the hospitality industry moves toward achieving higher standards than ever, the measuring and defining of customer service standards is essential.
The customer journey can start months ahead of a visit and the initial contact is vital to set the right impression. Mystery Guest Programmes tend to cover every aspect of the hotel visit from a customers perspective. This can be from the reservation process right through to check out and in some cases after sales follow up. Advanced Mystery Guest Programmes also review the hotels website and advertised features and offers.
Increasing staff awareness about the importance of customer service for each department helps to ensure that staff are clear about the standards required and how to achieve them.
Many hotels use customer surveys and satisfaction questionnaires as a method of collecting customer data but find that this does not give them the whole picture of the service they provide their customers.
Every customer touch point should be measured against set company standards. There are a wide range of service elements that can be measured and evaluated in every hotel department.
Hotel Mystery Guest Programmes prove to be most successful when every member of staff is involved in the process.Organisations who ensure staff are trained to understand the expectations of the customers they serve are rewarded with improved sales and increased customer retention.
Mystery Guest Programme reportage should always be shared amongst all staff within every department. This is so staff can see how they are performing against the criteria set. It is vital that reports are presented in a positive manner and wherever possible staff are rewarded for their achievements.
Hotel Mystery Guest Programmes are sometimes referred to as Mystery Shopping, Secret Customer and even Mystery Dining Programmes.
The benefits of Mystery Guest Programmes within hotels are endless. Not only do the programmes measure and monitor the levels of service the hotel provides, but helps to improve sales and customer retention. Continual measurement ensures standards are constantly achieved.
As the hospitality industry moves toward achieving higher standards than ever, the measuring and defining of customer service standards is essential.
The customer journey can start months ahead of a visit and the initial contact is vital to set the right impression. Mystery Guest Programmes tend to cover every aspect of the hotel visit from a customers perspective. This can be from the reservation process right through to check out and in some cases after sales follow up. Advanced Mystery Guest Programmes also review the hotels website and advertised features and offers.
Increasing staff awareness about the importance of customer service for each department helps to ensure that staff are clear about the standards required and how to achieve them.
Many hotels use customer surveys and satisfaction questionnaires as a method of collecting customer data but find that this does not give them the whole picture of the service they provide their customers.
Every customer touch point should be measured against set company standards. There are a wide range of service elements that can be measured and evaluated in every hotel department.
Hotel Mystery Guest Programmes prove to be most successful when every member of staff is involved in the process.Organisations who ensure staff are trained to understand the expectations of the customers they serve are rewarded with improved sales and increased customer retention.
Mystery Guest Programme reportage should always be shared amongst all staff within every department. This is so staff can see how they are performing against the criteria set. It is vital that reports are presented in a positive manner and wherever possible staff are rewarded for their achievements.
Hotel Mystery Guest Programmes are sometimes referred to as Mystery Shopping, Secret Customer and even Mystery Dining Programmes.
Wednesday, 26 November 2008
Restaurant Mystery Shopping.
Restaurant Mystery Shopping can help turn complaints into opportunities, accelerate sales and motivate both customers and staff. Using the right Restaurant Mystery Shopping Company is essential and can really take your business to the next level of success.
Restaurant Mystery Shopping programmes are applicable to all types of restaurants whether it is a sit down meal, Family style meal, or a pub meal. In fact Restaurant Mystery shopping programmes can be used for any food and beverage business in the hospitality industry, especially those that depend and rely on their customer’s happiness for them to succeed.
For any restaurant business the most important job of all is to make sure that customers are getting the best service that they can get. This will not only keep existing guests happy but can often generate additional business for them. Word of mouth is one of the best means of advertising, by keeping your existing customers happy you are guaranteed to get a lot more business. Remember every satisfied customer will become an advocate, they can tell up to three people all about the fantastic service and experience they have had!
Retail Active is a mystery shopping company that has developed a Restaurant Mystery Shopping Programme. This programme has been put into place to help identify the key aspects of your business. It will help generate the greatest business benefit and create strategic value and equity. Their experience in Restaurant Mystery Shopping is extensive; they are also the only Restaurant Mystery Shopping Company in the UK to have won National Training Awards. Retail Active takes training very seriously and will develop tools and materials that will make a lasting improvement for your staff and restaurant business.
The Restaurant Mystery Shopping reporting systems that Retail Active use are the most advanced and proactive available. They will work with you to develop objectives and measures supported by industry leading balanced scorecards, to make a real difference to your Restaurant Business.
Retail Active offers their Restaurant Mystery Shopping Programme with a risk free trial and quality guarantee. For more information on this Restaurant Mystery Shopping Programme, you can log on to www.retailactive.com or you can call Retail Active on 01235 438413 to find out further information or services that they offer.
Restaurant Mystery Shopping programmes are applicable to all types of restaurants whether it is a sit down meal, Family style meal, or a pub meal. In fact Restaurant Mystery shopping programmes can be used for any food and beverage business in the hospitality industry, especially those that depend and rely on their customer’s happiness for them to succeed.
For any restaurant business the most important job of all is to make sure that customers are getting the best service that they can get. This will not only keep existing guests happy but can often generate additional business for them. Word of mouth is one of the best means of advertising, by keeping your existing customers happy you are guaranteed to get a lot more business. Remember every satisfied customer will become an advocate, they can tell up to three people all about the fantastic service and experience they have had!
Retail Active is a mystery shopping company that has developed a Restaurant Mystery Shopping Programme. This programme has been put into place to help identify the key aspects of your business. It will help generate the greatest business benefit and create strategic value and equity. Their experience in Restaurant Mystery Shopping is extensive; they are also the only Restaurant Mystery Shopping Company in the UK to have won National Training Awards. Retail Active takes training very seriously and will develop tools and materials that will make a lasting improvement for your staff and restaurant business.
The Restaurant Mystery Shopping reporting systems that Retail Active use are the most advanced and proactive available. They will work with you to develop objectives and measures supported by industry leading balanced scorecards, to make a real difference to your Restaurant Business.
Retail Active offers their Restaurant Mystery Shopping Programme with a risk free trial and quality guarantee. For more information on this Restaurant Mystery Shopping Programme, you can log on to www.retailactive.com or you can call Retail Active on 01235 438413 to find out further information or services that they offer.
Thursday, 20 November 2008
Video Mystery Shopping
Video Mystery Shopping is a specialist market research technique using trained Mystery Shoppers equipped with hidden camera equipment to assess the experience of company’s products and services.
Mystery shoppers pose as normal customers to perform specific tasks such as purchasing a product, asking questions or to make a complaint. For Video Mystery Shopping to work effectively it is essential that they are trained video mystery shoppers and they are fully prepared and briefed on the projects business objectives. It is also crucial that quality covert recording equipment is used to avoid poor visual and sound recordings.
Video Mystery Shopping is a very powerful method of accurately recording what is happening within an organisation. It follows an agreed scenario to measure the performance of the business. Video Mystery Shopping covers aspects such as business compliance, sales and service as well as business performance, where it is tested against the measures set by the organisation or company.
This type of marketing research can take your business to new levels of success. There are several Mystery Shopping companies that offer Video Mystery Shopping. One of the most notable providers of Video Mystery Shopping is Retail Active. Their approach and purpose is to work with you to identify the key criteria important to your customers. Retail Active seek to help convert your customers into promoters of your business, sighting that measuring key aspects such as your ‘Lost Opportunity Cost’ and ‘Net Promoter Score’ which will help towards achieving your goals.
You may choose to use video footage as part of a training and coaching toolkit. Retail Active are winners of the National Training Award and are one of a very few companies in the UK that have won this prestigious accolade.
Video Mystery Shopping programmes make a significant and positive impact to company and staff morale. They also give you the opportunity to see the strategic opportunities to sell your products and services.
Retail Active are experts in Video Mystery Shopping services. They will give you the tools and support to make a meaningful and lasting difference to your business.
Retail Active provides research focused on delivering genuine business advantage to clients. If you would like to know more about the Mystery Shopping services they offer visit www.retailactive.com or call 01235 438413. Make the Retail Active advantage your advantage!
Mystery shoppers pose as normal customers to perform specific tasks such as purchasing a product, asking questions or to make a complaint. For Video Mystery Shopping to work effectively it is essential that they are trained video mystery shoppers and they are fully prepared and briefed on the projects business objectives. It is also crucial that quality covert recording equipment is used to avoid poor visual and sound recordings.
Video Mystery Shopping is a very powerful method of accurately recording what is happening within an organisation. It follows an agreed scenario to measure the performance of the business. Video Mystery Shopping covers aspects such as business compliance, sales and service as well as business performance, where it is tested against the measures set by the organisation or company.
This type of marketing research can take your business to new levels of success. There are several Mystery Shopping companies that offer Video Mystery Shopping. One of the most notable providers of Video Mystery Shopping is Retail Active. Their approach and purpose is to work with you to identify the key criteria important to your customers. Retail Active seek to help convert your customers into promoters of your business, sighting that measuring key aspects such as your ‘Lost Opportunity Cost’ and ‘Net Promoter Score’ which will help towards achieving your goals.
You may choose to use video footage as part of a training and coaching toolkit. Retail Active are winners of the National Training Award and are one of a very few companies in the UK that have won this prestigious accolade.
Video Mystery Shopping programmes make a significant and positive impact to company and staff morale. They also give you the opportunity to see the strategic opportunities to sell your products and services.
Retail Active are experts in Video Mystery Shopping services. They will give you the tools and support to make a meaningful and lasting difference to your business.
Retail Active provides research focused on delivering genuine business advantage to clients. If you would like to know more about the Mystery Shopping services they offer visit www.retailactive.com or call 01235 438413. Make the Retail Active advantage your advantage!
Friday, 14 November 2008
Mystery Dining
Mystery Dining is a service that is available to all hospitality companies such as restaurants and hotels who want to achieve the best quality of service available for their guests. The hospitality industry depends on the customer’s satisfaction in order to succeed. This is never more true than when the establishment is a restaurant or a hotel catered towards dining. The most important job of all is to make sure that their customers are getting the best service, therefore resulting in more business. Many guests use these restaurants and hotels for personal use as well as business use, so it is important that they are given the best service possible.
In today’s world it is very important for these restaurants and hotels to provide outstanding customer service to their clients as well as providing good food and excellent venues.
With a Mystery Dinning programme, you need to ensure that you get the best Mystery Diners available who will rate or score a number of areas, from how the food was presented to the cleanliness and upkeep of the venue. With so much to lose, it is important for you to find out any areas that need improving to enable you to act on it straight away. By introducing a Mystery Dining Programme, you will be able to achieve your biggest and most important goal of all. Not only will you be able to give the best service but you will be able to set yourselves apart from your competitors.
This is the reason why so many restaurants and hotels are hiring companies like Retail Active to provide a Mystery Dining Service to all clients. Retail Active are experts in delivering Mystery Dining programmes for hospitality and leisure businesses. Unlike other companies they can add real support in this sector because they have spent their life working it, they know food & beverage business inside out!
The Retail Active mystery dining team (aka Mystery Diners or Mystery Shoppers) evaluate staff on customer service skills and knowledge. Once the visit has been completed they give you detailed reports and solutions either monthly or quarterly, so you can keep up to date with how your staff are treating your valued customers. Apparently the Retail Active mystery dining reporting systems are the most advanced available and enables you to drill down detailed and objective levels of information, regardless of how complex the programme criteria.
Mystery Dining can help turn complaints into opportunities, accelerate sales and motivate both customers and staff. Using the right Mystery Dining company is essential and really can take your business to the next level of success.
Retail Active are the only Mystery Dining Company in the UK to have won the National Training Awards, they offer a risk free trial and quality guarantee. More information is available about their services at www.retailactive.com or call Retail Active on 01235 438413 to find out about a Mystery Dining Programme for your business and reap the rewards.
In today’s world it is very important for these restaurants and hotels to provide outstanding customer service to their clients as well as providing good food and excellent venues.
With a Mystery Dinning programme, you need to ensure that you get the best Mystery Diners available who will rate or score a number of areas, from how the food was presented to the cleanliness and upkeep of the venue. With so much to lose, it is important for you to find out any areas that need improving to enable you to act on it straight away. By introducing a Mystery Dining Programme, you will be able to achieve your biggest and most important goal of all. Not only will you be able to give the best service but you will be able to set yourselves apart from your competitors.
This is the reason why so many restaurants and hotels are hiring companies like Retail Active to provide a Mystery Dining Service to all clients. Retail Active are experts in delivering Mystery Dining programmes for hospitality and leisure businesses. Unlike other companies they can add real support in this sector because they have spent their life working it, they know food & beverage business inside out!
The Retail Active mystery dining team (aka Mystery Diners or Mystery Shoppers) evaluate staff on customer service skills and knowledge. Once the visit has been completed they give you detailed reports and solutions either monthly or quarterly, so you can keep up to date with how your staff are treating your valued customers. Apparently the Retail Active mystery dining reporting systems are the most advanced available and enables you to drill down detailed and objective levels of information, regardless of how complex the programme criteria.
Mystery Dining can help turn complaints into opportunities, accelerate sales and motivate both customers and staff. Using the right Mystery Dining company is essential and really can take your business to the next level of success.
Retail Active are the only Mystery Dining Company in the UK to have won the National Training Awards, they offer a risk free trial and quality guarantee. More information is available about their services at www.retailactive.com or call Retail Active on 01235 438413 to find out about a Mystery Dining Programme for your business and reap the rewards.
Friday, 7 November 2008
Repeat Customers Spend 33% More Than New Customers
A customer research company has recently published findings that suggest repeat customers spend on average 33% more than new customers. Another key result from the survey is that referrals among repeat customers are 107% greater than non-customers.
The two facts combined reaffirm the long held view that operating a strategic customer retention plan is essential for business success. Developing your customer loyalty is a key part of any sales growth plan, especially as it can cost as much to gain ONE new client as to keep FIVE existing ones.
Building your customers advocacy is crucial especially when you look at the way businesses can lose customers. Incredibly 68% of customers leave because of what they perceive as indifference from the service provider. This level of indifference makes them feel unappreciated and taken for granted.
14% leave because of dissatisfaction with the current service and/or product
9% leave because of a better product/service or price
5% follow a friend's advice, these customers are passive and have been persuaded by a detractor.
3% move away from the area
1% of customers die
Retail Active the agency who compiled the survey information specialise in Mystery Shopping and Compliance Auditing.
Julian Chamberlain, Managing Director of Retail Active commented, ‘Before any company considers spending valuable time and money attracting new customers, they should consider these statistics. It is striking that even in such a tough economic climate loyal customers are still prepared to spend much more than those new to your business proposition.’
Retail Active provides research focused on delivering genuine business advantage to clients. If you would like to know more about the Mystery Shopping services they offer visit www.retailactive.com or call 01235 438413.
The two facts combined reaffirm the long held view that operating a strategic customer retention plan is essential for business success. Developing your customer loyalty is a key part of any sales growth plan, especially as it can cost as much to gain ONE new client as to keep FIVE existing ones.
Building your customers advocacy is crucial especially when you look at the way businesses can lose customers. Incredibly 68% of customers leave because of what they perceive as indifference from the service provider. This level of indifference makes them feel unappreciated and taken for granted.
14% leave because of dissatisfaction with the current service and/or product
9% leave because of a better product/service or price
5% follow a friend's advice, these customers are passive and have been persuaded by a detractor.
3% move away from the area
1% of customers die
Retail Active the agency who compiled the survey information specialise in Mystery Shopping and Compliance Auditing.
Julian Chamberlain, Managing Director of Retail Active commented, ‘Before any company considers spending valuable time and money attracting new customers, they should consider these statistics. It is striking that even in such a tough economic climate loyal customers are still prepared to spend much more than those new to your business proposition.’
Retail Active provides research focused on delivering genuine business advantage to clients. If you would like to know more about the Mystery Shopping services they offer visit www.retailactive.com or call 01235 438413.
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