Tag: retail mystery shopping

After visiting the store, many browsing customers go online to purchase the same item rather than making the purchase in the store. Even with efforts from trained associates, selling to these customers is difficult at best. Despite this phenomenon (called showrooming), the importance of human touch in retail environments lives on. In fact, 82% of retailers in a recent survey said that the role of employees in the workforce toward building better service has become even more important over the past three years.

Businesses considering mystery shopping services sometimes ask us about “interview bias,” or the concern that the mystery shopper will sway the employee to behave in a certain way or that the mystery shopper will bring opinions to the shop visit which might affect the outcome of the research.