Mystery shopping – designing a programme

Do you need an effective tool to gain insight into your customer needs? Do you want to improve customer service? Would you like to seek out good practice and check that your employees are delivering the right messages? Welcome to mystery shopping!

Mystery shopping – designing a programme

Created in the 1940s, mystery shopping was first used to check employees’ honesty and to see how they would react when things were stolen. Since then it has morphed into a customer-orientated programme to aid continuous improvement within customer services. Now used as a market research tool by just about every type of serviceproviding organisation, mystery shopping is objective and brings to light issues and good practice from a customer’s perspective.

Setting up a programme of mystery shops doesn’t have to be complicated. Finding the right people to shop doesn’t need to be taxing, and sharing your findings doesn’t have to be challenging. This course will provide you with the understanding and know-how to manage a mystery shopping programme for your organisation. You will be provided with valuable example templates and you will leave with a plan for conducting your next shop and reporting your findings.

What this course covers

  • The role of the mystery shopper within your organisation
  • Who, what, when and why: the reasons for shopping
  • Different types of shopping and how to use them
  • Planning, scenarios and worksheets
  • The right people for the job: consider who should conduct shops
  • Reporting and presenting feedback
  • Planning your next mystery shop.

Who should attend?

All team leaders, managers and employees who will be involved in conducting and designing a mystery shopping programme.

Mystery shopping – designing a programme

Rachel Whitrod

Customer service Rachel Whitrod

Rachel Whitrod has an extensive knowledge of social housing, resident involvement, volunteer management and training, which led her to create her own independent housing consultancy in 2011. Before this she managed customer services and complaints for a highly respected high street retailer where she utlised her key skills in customer insight and engagement. A practising NLP practitioner, hypnotist and coach, Rachel structures her sessions to be interactive, thought-provoking and practical.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing training@hqnetwork.co.uk