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A Deep Dive on Mystery Shoppers

As more retailers reopen their physical storefronts in the wake of COVID-19, we thought it might be time to revisit an intriguing topic: mystery shoppers.


What Is a Mystery Shopper?

Mystery shoppers are paid consumers who enter stores or restaurants to collect data.


What kind of data? It tends to vary but typically centers on the customer experience. These shoppers are, in most cases, employed by a third-party company rather than the business in question.


In line with our security theme, you might think of a mystery shopper as an “undercover customer.” These individuals are generally hired to observe the premises, interact with employees, and report on their experience.


What Do Mystery Shoppers Do?

Mystery shoppers purchase merchandise, dine at restaurants, or simply make inquiries. They aren’t hired to offer their opinion, but to provide an objective assessment of the company they are evaluating.


The data on which they report may include:


· The number of employees on staff at the time they entered the store.

· Whether they were greeted in a timely fashion.

· The speed and quality of service.


While mystery shoppers are usually hired to offer their take on the store’s customer experience, they can ultimately report on anything the employer requests (within reason).


Can Mystery Shoppers Improve Your Security?

Commissioning mystery shoppers can help businesses enhance their security by pinpointing potential blind-spots, with the goal of ensuring loss prevention.


Making sure there are enough staff on the floor. Recommending a security guard wait at the storefront exit. Determining whether staff check cash payments for potential counterfeit bills.


These are all areas with which a mystery shopper can help.


Have questions about our security services? Please share your thoughts in the comments below—or contact us to learn more about what Umbrella Security Services can do for your business.

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