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SpinDistribute.com Article Directory

The following article was published in our article directory on May 16, 2013.
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Top 5 Tips To Launching World Class Online Secret Shopper Software

Article Category: Advice

Author Name: Gary Valkenburg

When the right online software is found and purchased by a company, Operations Managers can utilize the survey software tool to create effective mystery shopper surveys, or secret shopper surveys, allowing true visibility into how the company is really performing on the front end with customers. In 2013, there are many excellent online survey software programs to choose from.

Great secret shopper survey software can be used in conjunction with other compliance measurements. When used together, these tools can paint a very accurate picture of each location's operational performance.

Are there potential pitfalls when launching secret shopper software? Yes there are several pitfalls. A mystery shoppers' aim is to improve customer service, but here are some of the dangers. First, it is often difficult to train actual secret shoppers in the survey software being used. Second, it can be difficult to administer the reviews and collate the various answers, let alone formulate action plans and implement them to achieve this required business improvement.

Whatever secret shopper software is purchased, it must be user friendly, for both shoppers and administrators. It must be easy to login and complete the questionnaires. The Head Office must have visibility to the reporting as soon as the report is complete. Completing the questionnaires must be easy with no barriers to data entry. If the shopper has to stop midway through the survey, they must be able to recommence when they choose. At the end of the survey, there should be no need to sift through reams of paper and manually compare reports. It should all be in the one place easily accessible to all. It is 2013, this software must be online.

If you have a paper based process now, all you should need to do is load the questionnaires and scoring systems into the survey software you have purchased. From there, simple instructions should have your mystery shoppers in the stores using the survey tool within a matter of hours (if you wish). Being accessible on iPhones, iPads and other mobile devices is ideal. With mobile devices mystery shoppers can be discreet and professional, and will most likely be able to complete the questionnaires on the spot, saving time entering this information at the end of the day. After the review, shoppers and managers can easily show employees their results without the need to print, allowing quick and easy access with full transparency to all levels of staff.

From the employee's perspective, the idea of a mystery shopper can be a bit confronting, as some may think their service is being "scrutinized" and "criticized". But by using survey software that can track changes over time and enhance the 'feedback sandwich' it will be seen as a much more satisfying process to employees once they realize that a problem has been addressed and rectified. If an employee's customer service improves, it's likely their remuneration increases too and they will be happy to keep improving to reach their own potential as well as the potential you have as a company. The most challenging task you may now encounter is finding suitable candidates to become a mystery shopper.

Final Top 5 mystery shopper tips: First, be as thorough and specific as you can when it comes to formulating your questions. Second, create separate logins to enable full auditing capabilities and create online reports with privacy settings and administrator approval level features. Third, ask your mystery shopper their opinions on every aspect of the buying experience. Fourth, ensure that your employees understand that the purpose of engaging the mystery shoppers is to improve the customers experience, not to "check-up" on your employees and "catch them out" doing something wrong. Finally, share your mystery shopper reports with full transparency for maximum effectiveness

Keywords: Secret Shopper, survey software, mystery shopping, customer satisfaction survey

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