Mystery shopping or Mystery Guest

MYSTERY SHOPPING OR MYSTERY GUEST

Mystery shopping requires a shopper to interact with a company under the guise of being a prospective customer. The shopper then observes the interaction and assesses performance based on specific pre-defined criteria that the business is trying to measure.
Mystery shopping can also examine operational aspects of a business such as
cleanliness, merchandising, maintenance etc. Shoppers evaluate the look and feel of a business, on top of the employees.

Depending on the type of company, certain businesses use mystery shopping
specifically to ensure that their local laws and standards are being met. Companies that deal with regulated products such as tobacco or alcohol use mystery shopping to ensure that their employees are complying with age and identification requirements.

Mystery shopping is commonly used as a tool for auditing the execution of specific customer service and operational standards, whereas to assess ongoing customer satisfaction and attitudes; customer satisfaction surveys are more reliable. To measure any aspect of your business and evaluate how your teams are performing, mystery shopping provides insight you wouldn’t otherwise be privy to.

THE OBJECTIVE OF THE EXERCISE
The mystery shopping process is designed to test
 Company standards
 Customer service techniques in unbiased, real- world environments
 To see customer service through the customer’s eyes
 The most effective way to measure the effectiveness and application of
employee training
 Gives you a tool to make improvements and reward high level performances

CONSULTATIONS
Granjo Holdings also offers the following consultation services
 Registration and accreditation of Training Institutions with Botswana
Qualifications Authority (BQA
 Accreditation of learning prograammes with BQA
 Registration and accreditation of assessors and moderators with BQA
 Evaluation of qualifications of individuals with BQA