Articles And Resources Related To Mystery Shopping

Related Articles

There are 51 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Mystery shopping for manufacturers: What's happening at retail?

Mystery shopping is a key method used by many manufacturers to obtain objective information regarding what is actually happening at the retail level. This article discusses mystery shopping as a useful tool for manufacturers to fine-tune their training programs and incentivize salespeople.

A guide to success

An overview of how to install a mystery shopping program, from choosing a provider to training shoppers and designing questionnaires.

Sharing a common purpose

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.

Now more than ever

In a sluggish economy, companies look for efficient ways to obtain information, decrease travel costs, analyze competitors and fine-tune their business operations. This article discusses how mystery shopping can benefit a company, including helping it thrive in lean times.

Association creates new standards for mystery shopping industry

Though mystery shopping has been used for more than 40 years, only recently did the industry band together and form a trade association, the Mystery Shopping Providers Association (MSPA). The MSPA addresses problems created by misleading advertising, private investigator licensing, has global scope and holds an annual conference.

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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.

How CiCi’s Pizza used mystery shopping to set company-wide standards/evaluation metrics

CiCi’s Pizza commissioned a mystery shopping study to identify ways employees could help guests feel welcome and establish corporate standards by which performance could be measured - including know-your-name service and satisfying special requests.

Detecting and eliminating racial profiling and unfair sales practices in consumer lending

Unfair treatment and inappropriate sales in financial institutions often negatively impact minorities and those less knowledgeable about financial products. Market research can help banks guarantee fair treatment of minority and non-minority consumers applying for credit and also help ensure sound sales and service practices to improve the consumers’ ability to make appropriate decisions.

Evolving customer satisfaction through brand authenticity

If the goal is to deliver an authentic brand experience, rather than measuring the customer experience based solely on internal organizational metrics and procedures, firms must also understand how customers perceive it. The authors use case studies to examine what happens when brands do and do not align with customer perceptions and expectations.

How marketing research can help the restaurant industry get through the recession

Three researchers specializing in the restaurant field offer their thoughts on how food purveyors can use research to keep customers coming through their doors. Their advice: focus on value, appeal to consumers' emotions and make sure your staff is upholding your brand's promise. Mystery shopping can help with the latter effort, while other forms of research can help determine how target market segments define value and how to trigger emotional responses to dining out.

Mystery shopping program guides improvement of customer communication for business-to-business firm

After expanding its network of test labs, Stork Materials Technology turned to mystery shopping to make sure the newly-added outlets were maintaining the service levels the company is known for. The shoppers contacted the labs via telephone and e-mail with customer service-related questions and measured each lab's level of responsiveness.

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