Many corporate decisions rest upon the data you provide on your report. So it is very important to remain objective, give as much detail as you can as accurately as you can, follow all instructions exactly as given to you, and fill out every line in the report to the best of your ability.
The mystery shop report is the most important document in the mystery shop process. Through it, you will objectively report the minute-by-minute details of your experience. Retailers of every type will determine where gaps may exist in the delivery of their customer experience philosophy. They will decide which frontline staff is able to deliver, and which do not seem all that interested in getting it right.
Just imagine the restaurant greeter who is a single working Mom, struggling to afford daily living expenses for herself and her children, but working as hard as she can to do so. She knows she has to greet and seat you in 3 minutes. But you’re not really watching the clock because of that cute waiter that just strolled by. So when filling out your report, you ‘guesstimate’ your wait time, and put down 4 minutes, or maybe 5. That seems reasonable to you. But to the store manager, it is completely unacceptable, and our single Mom could potentially lose her job because you didn’t follow instructions.
Questions on the report can range from a quick series of “yes” and “no” answers to a complete narrative of your experiences. While your initial reports will be of a more expedient nature, your progression into this business will require more detailed comment and work that requires more product feedback.
A well written report will convey not only the experience of the mystery shop, but will do so qualitatively and concisely within the guidelines of the mystery shop. With experience, the process of writing the report becomes easier.
Most reports are time sensitive. They must be written in the immediate hours following the mystery shop. The idea is that you recall your experiences best as you write them down almost immediately upon the conclusion of your assignment. The written nature of your report, if any, will be described in the guidelines your scheduler or firm has provided. If you’ve been sent to dinner at a restaurant and don’t arrive home until after 10 pm, you must be disciplined enough to stay awake and write a good report before your job is completely done. Waiting until the next day is not an option for everyone except perhaps those with incredible memories.
Couldn't agree more with the above comments. The more concise and accurate the better as far as the end user is concerned. Some useful mystery shopping sites include the following:
http://www.ukims.co.uk/docs/services/mystery-shopping.asp
http://www.mysteryshopmybusiness.com/
http://www.oldenough2drink.co.uk/
Posted by: merchandising | December 02, 2009 at 10:50 AM