Mystery Shopping & Merchandising
Mystery Shopping & Merchandising
By Tory Johnson

Many people have heard of mystery shopping, but not all of us understand exactly what it's all about.

Mystery shopping is focused on monitoring and improving quality and service to ensure consistency with brand standards using anonymous resources. About 85% of this work is done in person; a growing trend involves home-based mystery shoppers who conduct their work by calling (as opposed to visiting) catalog companies, call centers, and others, which account for 15% of the industry.

With mystery shopping, an individual walks into a retail store, restaurant, grocery store, convenience store or gas station to monitor and measure specific behaviors. Among them: associate greetings, the length of the wait to be served, the availability of merchandise, the knowledge of the sales team, and so on.

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