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Articles And Resources Related To Mystery Shopping

We've grouped together all the information our site contains on Mystery Shopping to help you quickly and easily find related articles, companies, events, jobs, associations, glossary definitions and more.

Related Articles

There are 66 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Mystery shopping: uses and abuses
This article presents advantages and disadvantages to using mystery shopping as a consumer research tool. The author also discusses an alternative strategy, post-transaction sampling, which focuses more directly on a customer’s experience and perceptions rather than a paid shopper’s.
Evaluating customer service over the telephone
Shopper studies usually involve in-person visits. However, when a prospective customer is looking for a new bank, or an auto parts store at which to buy an accessory, or even a restaurant at which to dine that evening, the decision is often made from the telephone conversation. This article explores potential applications of telephone shopper studies to provide information about this aspect of service.
Mail survey, mystery shops and other research contribute to Connecticut bank's customer satisfaction efforts
People's Bank employed on a variety of research tools to make sure its service was up to customer standards, including an annual mailed survey of checking account holders, focus groups at branch locations and an ongoing mystery shopping program.
Mystery shopping fuels Texaco's employee excellence program
Mystery shopping has been growing in popularity. This article discusses that growth and how Texaco used mystery shopping to research its excellence program, Building Tomorrow Together, by reviewing each of its wholesale and retail gas stations and truck stops.
How to ensure an objective mystery shop
Mystery shopping won't work if managers and employees claim it isn't objective. This article discusses how to ensure an objective and credible mystery shop, including scoring-sheet design and review, potential mystery shopper screening, shopper trial runs and re-shop encouragement.

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Recent Articles

Below are the 5 most recent articles on this topic. These articles were published within the last three years and are only available to registered subscribers.

Sell vs. Sale: How businesses can stay alive alongside tech-enabled shoppers
This article addresses the phenomenon of showrooming. The author uses several real-world examples to suggest that a stronger selling attitude on the part of sales floor associates can help compete with the draw of in-store mobile shopping and price-checking.
Mystery shopping in the Digital Age
Mystery Shopping Providers Association members reflect on how technology has impacted mystery shopping for the better.
Using competitor mystery shopping to evaluate your own SWOTs
The author discusses how mystery shopping competitors can help determine a company's own strengths, weaknesses, opportunities and threats.
Where companies are failing at using social media for customer service
Ann Michaels & Associates conducted a mystery shopping study to examine 10 businesses in three markets to measure response times in social media venues (Facebook, Twitter and the "contact us" forms on the company Web sites) to examine how social media works as a means of customer service.
Product and Service Update October 2014
An overview of new tools and offerings for marketing and marketing research.

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