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Telephone Mystery Shopping Questions

by Elaine Buxton

Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions.

Of course, firms need to customize questions to match their own specific customer service guidelines. Taking a look at some basic telephone survey questions can be a good starting point for the company to move toward a program that fulfills its unique requirements without having to reinvent the wheel.

Here are some sample telephone shop questions to use as a starting point:

Mystery shopper questions about basic telephone etiquette:
  • Did the employee answer the phone within 2-3 rings?
  • Did the employee thank you for calling?
  • Did the employee answer in a friendly voice?
  • Did the employee supply his/her name and name of the location?
  • If you were placed on hold, were you asked to hold?
  • When the person you were transferred to answered your call, were you thanked for holding?
  • Did the employee confirm your request?
  • Were you provided with information relevant to the product or service you asked about?

When developing your telephone mystery shopping program, consider the following tips to maximize the return on investment of your program:

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Mystery Shopping for Revenue Generation: Maximize the ROI of Your Mystery Shopping Program

by Elaine Buxton

Mystery shopping usually means measuring customer experiences as they relate to specific performance expectations for service delivery. This means that mystery shoppers are typically reporting on behaviors and conditions that affect the customer experience.

It’s beneficial to take this thinking further. Setting sales goals for your staff, using mystery shoppers to see that they are working toward them and then rewarding success creates revenue generation opportunities.

What if your mystery shopping program also produced an immediate pop in revenue? For an example of this in action,

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