If you are considering mystery shopping for the first time, or are re-visiting your current program and provider, here are some things to review:


What is the primary goal of your mystery shopping?

Some ideas are: improve customer service, reward employees, retain employees, reinforce training, and identify new/additional-training areas.


What behaviors do you want to learn/identify?

Once we understand the types of behaviors you are looking for, we will design a survey tool that will score the behaviors.


Who do you want to shop?

Everyone? If so, we need their names, functional titles.


How do you want the shops to be performed?

We shop in-person, over the phone, and on-line.


Which locations do you want to shop?

We recommend shopping all locations with a combination of in-person, phone shops and e-mail shops.


How frequently do you want to shop these locations?

We recommend a complete shop per person once a month for each location – this allows you to track the changes and improvements in your staff.


What type of reporting would you like to see?

All reporting is available on-line. We provide both standard and customized reporting at no additional charge. Shops are based on a score of 100, with bonus points to add up to 110.


With nearly 20 years of experience we also offer other services including:

  • “Closed loop” mystery shopping

  • Competitive analysis   

  • Telephone surveys

  • Focus groups and feedback panels

  •  Interactive Web Response (IWR)

  •  On-line service and sales training  including “refreshment” courses


Become A Mystery ShopperSign InMSPA North AmericaFox Cities Chamber Of Commerce

The Wausau Region Chamber of Commerce

Drycleaning & Laundry Institute