Mystery shopping is an exciting opportunity to help businesses improve while enjoying the perks of discreetly evaluating their services. However, it’s not as simple as it seems—mistakes can easily be made, compromising the results of your assessment. To excel in this role, you need a sharp eye, attention to detail, and an understanding of common pitfalls to avoid. Let’s dive into the key errors mystery shoppers often make and how to steer clear of them.
1. Failing to Follow Instructions
Every mystery shopping assignment comes with specific guidelines tailored to the business being evaluated. One common mistake is neglecting these instructions. Whether it’s forgetting to ask certain questions, omitting required actions, or not visiting during specified timeframes, missing the mark here can render your report useless.
Tip: Before beginning your assignment, read through the instructions thoroughly and take notes if needed. Familiarise yourself with the criteria to ensure a seamless visit.
2. Being Too Obvious
Mystery shoppers are meant to blend in like any other customer. Acting suspiciously or asking overly specific questions can make staff aware they’re being evaluated, leading to altered behaviour. This undermines the authenticity of your report.
Tip: Stay calm and natural. Maintain an ordinary demeanour, and avoid taking notes in plain sight or making frequent glances at staff.
3. Relying Solely on Memory
One of the biggest challenges for mystery shoppers is recalling every detail after completing the assignment. Relying solely on memory can lead to inaccuracies or missing critical observations, especially if the visit was lengthy.
Tip: Use subtle ways to jot down notes, such as typing on your phone under the guise of sending a text. After leaving, immediately write down detailed notes before memories fade.
4. Being Biased or Overly Critical
It’s easy to let personal preferences or emotions influence your evaluation, but your role as a mystery shopper is to provide objective feedback. Biased reports can mislead the business and diminish the value of your work.
Tip: Stick to the facts. For example, instead of saying, “The cashier was rude,” describe their actions: “The cashier did not greet me and avoided eye contact.” This approach ensures neutrality and actionable feedback.
5. Not Observing Enough Details
The smallest details can make a huge difference to businesses. Mystery shoppers sometimes overlook critical aspects, such as the cleanliness of the premises, the condition of products, or the layout of a store.
Tip: Develop a keen eye for detail by practising observation skills in daily life. For each assignment, make a checklist of aspects to evaluate, so nothing gets overlooked.
6. Submitting Incomplete or Late Reports
Timeliness and accuracy are vital in mystery shopping. Submitting a report with missing information or failing to meet the deadline can compromise the entire evaluation process and may even lead to non-payment.
Tip: Block out time immediately after your visit to complete the report. Double-check that all required fields are filled, and submit it within the timeframe provided.
7. Using Personal Opinions Over Facts
Businesses rely on mystery shoppers for unbiased, fact-based reports. Injecting too much personal opinion can cloud the objective purpose of the evaluation.
Tip: Focus on describing what you saw, heard, and experienced. For example, instead of “The decor was ugly,” write, “The walls were painted in a dark green shade, and the lighting was dim.”
8. Overbooking Assignments
While mystery shopping can be an excellent source of extra income, overcommitting to multiple assignments can lead to rushed visits and poorly executed reports.
Tip: Plan your schedule realistically. Give yourself enough time to complete each visit thoroughly and meet deadlines without stress.
9. Ignoring the Customer’s Perspective
As a mystery shopper, your goal is to experience and evaluate the business as a typical customer would. Failing to adopt this mindset can result in incomplete or skewed feedback.
Tip: Put yourself in the customer’s shoes. Consider whether the service met expectations and what impact it might have on a regular customer’s experience.
10. Neglecting to Review Feedback on Past Assignments
Mystery shopping companies often provide feedback on your reports, highlighting strengths and areas for improvement. Ignoring this feedback means you could be repeating mistakes unknowingly.
Tip: Take feedback seriously. Use it as a learning opportunity to refine your skills and deliver even better reports in future assignments.
Final Thoughts
Being a successful mystery shopper requires diligence, professionalism, and a commitment to improvement. By avoiding these common mistakes, you’ll not only enhance the quality of your work but also ensure the businesses you evaluate receive valuable insights to drive their success.
Customer Perceptions for Mystery Shopping!
At Customer Perceptions, we specialise in helping businesses understand their customers better through high-quality mystery shopping services. Our carefully trained shoppers and robust reporting tools ensure you receive actionable, reliable insights to elevate your customer experience.
Whether you’re looking to identify gaps in service delivery or celebrate your team’s strengths, Customer Perceptions is your trusted partner in customer experience transformation. Get in touch with us today to learn how we can help your business thrive!
