How To Design A Mysterious Customer System In Hypermarkets?

What is a mysterious customer?

Mystery shopping, which can be plated as mystery shopper, refers to researchers who arrange concealed identities to purchase specific items or consume specific services, and record the whole shopping process in order to test products, service attitude and so on.

Most of them are used in branching industries that require higher quality of service, such as Turisthotellet, catering, and retail service industries. Those who are personified as consumers are Mystery shopper.

What is the role and significance of "mysterious customers"?

The word "mystery guest" was first introduced by KFC.

A friend will play a guest to a shop in KFC for normal consumption.

Unlike ordinary customers, the whole consumption experience is actually a detailed implicit investigation process.

In KFC, every work link has a very specific scientific standard, which is the habit of old beauty.

In China, everyone laughs at the story of "putting elephants into fridge", but in western countries, this is the standard.

To think of yourself as a "fool", whether seemingly simple or complex, will be completed in a number of steps.

With strict standards, the system needs objective examination.

The mysterious customers of KFC are not playing at random. Instead, they must be trained through KFC, and be familiar with the standard system in each link.

According to the standard, the inspection score is evaluated objectively. Finally, the stores conduct a comparative review based on the evaluation.

How does the store use the "mysterious shopper" system?

The store where the author was quoted cited the effective management tool of "mystery shoppers" to check the stores regularly, and ensured the effective implementation of various working standards.

How to make full use of hypermarkets can not be separated from perfect scheme design, strict investigation and execution and scientific statistical analysis.

The final purpose of mystery shopper survey is to objectively check the problems existing in the selling field. It seems that there is a difference between the customer satisfaction survey and the customer satisfaction survey. The difference between the two lies in the fact that the mysterious guest has a clear mission, with straightforward purpose and personal feelings, so the whole investigation is more direct, and the problem is more profound and accurate.

This is determined by mystery shopper's way of investigation.

Take the author's mystery shopper questionnaire as an example: let's feel the whole investigation process together.