Mystery Shopping Key Terms

Some key terms for mystery shopping in any business
By J. Stoltzfus, writer/programmer LOCAL CITIZEN So many businesses use mystery shopping to help control a site environment for a store or other location that it's almost impossible to boil mystery shopping down to one conforming process. Each mystery shopping campaign should be uniquely geared to the needs of business as well as the field of operation, size and scale, and specific goals for using the results in market research or customer retention. Knowing about some key terms for mystery shopping will help top brass brainstorm about results and how to get the best campaign running for their shops.

Mystery shopping survey

A mystery shopping survey is a tool to guide mystery shoppers through the process with details about questions and observations. Some also use the term for the actual store visit. Either way, it refers to the nuts and bolts of the process and how a business will use the results.
Try:  See more on the use of the mystery shopping survey at this Secret Shopping Blog.

Mystery Shopper Providers Association

The Mystery Shopper Providers Association or MSPA is an organization that promotes recruiting and other aspects of mystery shopping. Use this resource to distinguish credible agencies from scams.
Try:  See more on the MSPA at Consumer Affairs.

Up-selling

Up-selling is the idea of getting a customer to buy more at one visit, or suggesting helpful additional purchases. Businesses often use mystery shoppers to check on a corporate up-selling policy.
Try:  See more on up-selling and other aspects of mystery shopping at this Mystery Shopper's Manual.

Mystery shopping objectives

Mystery shopping objectives are the overall goals that will help to shape the questions and details on a mystery shopping survey. Mystery shopping services try to get details on mystery shopping objectives from clients.
Try:  See more on mystery shopping objectives and a lot more at this MSPA page.

Mystery shopping questionnaire

A mystery shopping questionnaire is a set of questions printed out for mystery shoppers to read to store employees.
Try:  See more on the mystery shopping questionnaire and a lot more for mystery shopping at this Mystery Shopper Business site.

Reimbursement versus fee compensation

Reimbursement compensation is when a company pays shoppers in terms of product. Fee compensation is when the company pays a fee or amount of money to a mystery shopper. Figuring out payment is a big part of a successful mystery shopping campaign.
Try:  See more on compensation and other aspects of mystery shopping at ShadowShopper.