This mystery shopper program has been designed by the RACC 2004 Leadership Person County class. It' purpose is to help retail businesses learn more about their customer's impressions of their facility and level of customer relations.

I. Getting Started

Download and print the following pages to begin your Mystery Shopper program. Remember to add your mailing address and business name/location either by typing directly on this form or by using a stamp or address label. This step is key to receiving your results!

Please feel free to make any changes or adjustments to this questionnaire to better suit your business needs.

II. Picking Your Shopper

The Chamber of Commerce is compiling a list of interested mystery shoppers that will be a resource for you to choose from. Please contact them to request as many mystery shoppers that you need.

Or, if you would like to choose your own shoppers here are a few suggestions concerning how to pick the shopper that is right for you!

a. The shopper should be an impartial party that is not affiliated with the customer service representative or the owner of the store in any way.
b. Pick a shopper who is a repeat client interested in the success of your business
c. Pick a shopper who has not done business with you but with similar or competing businesses. See why you have missed this person. You may also gain them with an excellent experience.
d. Be broad in the selection of shoppers to get to see you business from different viewpoints.

III. After the Mystery Shop

Print the survey and instructions out for you and your shopper. Please provide a self-addressed stamped envelope to the mystery shopper in order to return the survey to you. Once the survey is received, mail out rewards or small tokens of appreciation to the mystery shopper.

IV. Rewarding Your Shopper

Rewarding your shopper is very important. This is what will encourage them to continue participating in this program. To say "thanks" and "I appreciate your honest evaluation of our store," you may want to send a thank you note or gift or both! Some ideas are gift certificates from your business or from the Roxboro Area Chamber of Commerce.

V. Evaluating Your Mystery Shopper Results

Look for trends from the guides sent back to you.
Ask what this shopper is trying to tell me:
Do I need more products or a different product?
Do I need to provide more customer service training or product knowledge training?
Does my facility need a facelift of some sort?

Guidelines

1. When you receive your Mystery Shopper Questionnaire, please read over it carefully.

2. Visit the location you are to "secret shop" within one week of receiving the questionnaire.

3. Shop as you normally would and make mental notes of your experience. DO NOT FILL THE FORM OUT IN THE STORE.

4. While the visit is still fresh in your mind, please take time to thoughtfully and honestly fill out the questionnaire.

5. Mail your completed survey in the provided self-addressed, stamped envelope and expect your "thank you" in the mail.

Thank you for your assistance!!!

Download:
Mystery Shopper
Mystery Shopper Survey

These documents require Acrobat Reader for viewing - click to download from Adobe.