Mystery Shopper Report: Service Quality Evaluation

This report explores the significance of mystery shopping as a tool for evaluating customer service and business operations. It highlights how mystery shoppers act as customers to assess service quality, employee performance, and overall customer experience. The report emphasizes the value of mystery shopping in identifying areas for improvement, such as employee training, store layout, and waiting times. By providing unbiased feedback, mystery shopping helps businesses understand customer needs, enhance service standards, and ultimately, boost customer satisfaction and business growth. The report also discusses how the information gathered is used to strengthen training programs and adapt strategies to meet customer expectations, ensuring the company's competitiveness and long-term sustainability. The references cited support the arguments made throughout the report, reinforcing the importance of mystery shopping in modern business practices. This assignment is contributed by a student and is available on Desklib, a platform providing AI-based study tools.

RUNNING HEAD: MYSTERY SHOPPER
Mystery Shopper
Student’s Name
Professor’s Name
Course
Date

MYSTERY SHOPPER 2
Mystery shopping is crucial in every organization that is development oriented because it
enables the corporation to understand the needs of customers, rate its relation index with the
clients and service provision standards. Success of a business relies on proper customer
management and ensuring their satisfaction (Jacob et al, 2018). A mystery shopper is used by an
organization to act as consumer and collect information concerning the service offered in the
enterprise about how customers are served, time taken for attending to them, store or office
arrangement and general cleanliness.
Mystery shopping is carried out to provide the business with important information that
can be used to improve the quality of goods and services provided. This may be either by
purchasing or evaluating services offered to the customers. A mystery shopper may examine any
wanting situation such as long lines and waiting time and come up with a possible opinion to the
remedy (Chen & Barrows, 2015). The view may include whether more personnel are required to
be employed or a well store layout is needed to boost functionality and help to reduce waiting
time. Mystery shopping, therefore, is an integral tool for enabling the business to know its
strength and weaknesses towards service delivery and customer satisfaction.
In so doing, the organization gets unbiased views on how it can advance because the
mystery shopper poses as a client and scrutinize all aspects in the company. In the capacity of a
customer, the employees will rarely notice that they are being assessed and will act naturally in a
calm atmosphere not like a head office visit that is planned (Chen & Barrows, 2015). The
mystery shopper reports the information collected to the business management for an appropriate
action to be taken.

MYSTERY SHOPPER 3
The corporation uses the information provided to grow the business, improve customer
service standards and save time by creating great experiences of the clients. The values include
consistence in attending to consumers in terms of time and nature of products, communication
skills and transactions. Setting high customer standards pulls them to the corporation and boosts
external environment relation. Greeting customers creates a friendly atmosphere and makes them
feel as part of the business. As a result, the company measures the standards of performance of
employees and assess the departments that trained them and the strategies used (Jacob et al,
2018) . The weaknesses are highlighted and a remedial action taken while the strengths are
improved to meet customer interests and specification for the success of the company. In
addition, the organization strengthens current programs of training the workers and redesigns
them following the information received from the mystery shopper.
The assessment will enable the company to remain in operation because the information
collect will highlight the weak areas and help formulate corrective measures. Holding high
customer standards will attract more clients thus enabling the enterprise to survive in the market
and compete favorably. Malfunctioning areas prior to customer relation are outlined and possible
remedy taken such as training the personnel and creating conducive environment for the
consumers. The assessment is therefore vital in remedying the corporation image and facilitates
its expansion.

MYSTERY SHOPPER 4
References
Jacob, S., Schiffino, N., & Biard, B. (2018). The mystery shopper: a tool to measure public
service delivery?. International Review of Administrative Sciences, 84(1), pp. 164-184.
Chen, R. J., & Barrows, C. W. (2015). Developing a mystery shopping measure to operate a
sustainable restaurant business: The power of integrating with corporate executive
members’ feedback. Sustainability, 7(9), pp. 12279-12294.