Mystery Shopping Report Tips :
You have finished your mystery shop, have your notes and are ready to write your report. How much detail should you include? Was that an important detail or not?
Here are some tips to help you when you fill out your next report.
Please understand that each client’s project is different and that expectations may vary between clients and different companies that conduct mystery shopping projects. These suggestions are general in nature and not definitive.
General Secret Shopper Report Tips:
Be consistent when spelling names of staff that were present for the shop.
Pay attention to character minimums and maximums. Clients vary in their requirements.
Many clients do not need a play by play account of the visit in your mystery shopper report. However, they would like a nice overall summary of what occurred.
(Hint: Do not add characters such as………….. to a report to help complete a character maximum. Your report will be returned to you to complete correctly).
Spell client names and product names correctly. Also, you should capitalize them correctly. For example, Coca-Cola, not coke, Coke or coca cola. Mystery shopper reports are not a place for texting short hand.
Use proper sentences including upper and lower case letters. These tips gives your mystery shopping report a professional appearance. Most clients prefer that you not use all caps or yell at them via report writing.
Add Context to Your Comments to Add Clarity:
Provide comments that add information or explain yes/no answers.
Comments such as these do not add value or important details:
I walked into the store and sat down.
- There were tables in the dining area.
- I looked at the menu and ordered
Comments such as these do add value:
- The cleaning checklist in the women’s rest room was not checked off since last week.
- The cashier was cleaning tables. He made a point to ask me if I was enjoying my sandwich.
Complete Sentences Add to Understanding in Reports –
Write using complete sentences rather than phrases is an important mystery shop writing tip. Some questions have explanations required.
For example, if the questions asks, “Were all tables clean?” Yes or No and your answer is No, there may be a requirement of “please explain your No answer.” This gives an opportunity to explain why the tables were not clean.
- Helpful answer: “The tables had crumbs and crumpled napkins left on them and needed to be wiped clean.”
- Not helpful answer: “Tables were not clean”
Clients Expect Unique Reports from Mystery Shoppers –
Caution – do not copy and paste from one summary to the next, or from one report to the next. Clients expect unique reports. Copying and pasting comments gives the appearance that the shopper did not devote full attention to the visit. Typically, if a shopper does more than one report in day, the shops are conducted in a small geographic area.
Understand, clients typically have district managers who see the reports for a geographic area. When they see reports that are exactly alike, it gives the impression that the shopper did not conduct the shop properly, even if it’s just a cut and paste. Don’t risk it! Clients do not usually accept copied and pasted comments.
Spell check & read over the report before submitting it.
Here are a few funny examples:
- The food was delicious and the waiter was supper.
- The cashiers were moving at a good paste.
Why Do These Mystery Shopper Tips Matter?
These tips for writing your mystery shopper reports may seem straightforward; however, these details are important. Mystery shoppers are the eyes and ears of our clients on behalf of their customers. Our customer experience research matters to our business clients. When we provide them with well written reports, everyone wins.
Want to read more helpful blog posts? Confero Mystery Shopper Blog
