Going Beyond Traditional Mystery Shopping to Understand Customer Experience
Mystery shoppers have a unique, hands-on experience that requires them to take a look at very specific aspects of their on-location visit. A well-established mystery shopping program allows businesses to assess a wide variety of scenarios that would otherwise go unnoticed.
While traditional mystery shopping programs maintain validity in both function and contribution, they require far more bandwidth and resources than crowdsourced programs.
In the traditional model, you have to recruit, qualify, schedule, train and manage shoppers; as well as incur costs such as wages and travel expenses. On the other hand, the crowdsourced model allows you to complete those same exact tasks through people who are already in that area.
Crowdsourced mystery shopping programs are low risk, quick and affordable; as well as more insightful due to reduced individual bias. They also carry higher statistical reliability due to the sheer volume of data collected.
In this piece we cover:
- How to optimize CX through mystery shopping
- Traditional (in house) vs. crowdsourced mystery shopping
- Four steps to implementing successful mystery shopping programs
- Crowdsourced mystery shopping in action (use-cases)