Module 2
Video & Audio Mystery Shopping
Video Mystery Shopping capture the realities of the customers experiences using the latest covert recording equipment to deliver exceptional picture and sound quality through cameras which are completely undetectable to staff.
It’s important to understand how your customers interact with your company. Recording visits through video mystery shopping allows you to see and hear actual customer experiences. Mystery Shopper brings you high-resolution videos and clear audio to help you experience your brand from the customer’s point of view. It also makes it easy to share these videos for training and sharing best practices.
Telephone Mystery Shopping
Staff members should not be identified.
Tape-recorded conversation should not be provided to the client organisation.
The preparation of any paperwork, by the mystery shopper organisation, following the call should be kept to a minimum and reflect a normal transaction.
The evaluation should not specifically require a follow-up call to be made to the mystery shopper.
The average length of time spent actually with a staff/employee member should reflect a normal transaction in the relevant market.
Mystery shoppers should be made aware that their identification could be revealed if the telephone receiver has caller identification technology.
Face to Face / Onsite Mystery Shopping
Staff members should not be identified.
Videotaped or tape recorded observations should not be provided to the client’s organisation.
Website/ Online Mystery Shopping
Mystery shoppers must be made aware that their identity may be revealed if personal credit cards are used to make online purchases.
This kind of project must be done in a professional and reliable manner. Care must be taken to follow the MSJA Guidelines for data publishing in order to maintain the reputation of OUR company and of mystery shopping.
Care must be taken to ensure that participating individuals are not identified by name or by description in published data.
