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Creating Mystery Shop Personas that Garner Rich and Accurate Data

[fa icon="calendar'] Jun 14, 2018 3:01:33 PM / by Alondra Diaz posted in data, personas, mystery shoppers

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Personas are fictional, generalized characters that encompass the observed behavior patterns of your clients real and potential customers. Personas define the character around the shop you are performing and they possess real elements of an actual customer. Creating personas enables you to better measure your clients’ workflows and ultimately the experience they desire to produce. Creating personas is about more than researching your client and studying a shop playbook, it is about creating what appears to be a very real customer. 

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A Backwards Approach to Developing Your Next Mystery Shopping Form

[fa icon="calendar'] Jun 7, 2016 9:30:00 AM / by Mark Hollister posted in FastMSP technology, data, mystery shopping

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Key takeaways for fast consumption:

  • Create your mystery shopping form by walking through your customer's journey and developing questions that measure each touch point.
  • Incorporate questions that measure the three channels of service delivery; people, place, and process.
  • Use our free form grader service if you'd like input on your mystery shopping form.
Input equals output. In order to get actionable results from your mystery shopping program, you need to create the right questions that are answered and scored in the right way so that you can take action on the data. Creating the questions that shoppers will measure is a vital step, but it’s actually the last step in developing a mystery shopping form. If you want to create a form that measures your customer experience in a meaningful way, you’ll need to work backwards.
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