Online Personal Shopper Jobs
Demystifying the Mystery Shopper
Want to have a say in the way you are served at a restaurant? Got a few suggestions to upgrade facilities at a shopping mall? Not happy with the pesky sales people at an outlet? In short, want to raise your voice? Well, this isn’t some fantasy that’s cooking up in your mind, it’s actually possible. Welcome to the mystery shopping arena and get ready to assess the standard of service provided to customers.
Mystery shopping is not just a source of additional income; it’s a positive contribution to a holistic brand experience. It is a real-time feedback tool that helps retailers to improve their performance. The jobs are assigned according to your profile and preferences. A typical day at work for a mystery shopper would be visiting a shop allotted to him and evaluating it for its ambience, sales, facilities, services and anything that augments the particular experience. In short, all the mystery shopper has to do is to jot down the details he/she observes in a form, which in turn is handed over to the client. There is no extensive paperwork involved; the process is carried out easily through an online platform. It’s quite an interesting job which usually extends from one hour to approximately six hours, depending on the kind of shop you are evaluating, as also the client. In case of hospitality sector, the task involves an overnight stay and might extend to 2-3 days rest and recreation in luxurious surroundings.
In a study conducted by Delhi-based performance improvement services firm Grass Roots, which has over 2,000 clients worldwide including brands like Barclays, Vodafone, Sony, Rolls Royce, Intercontinental Hotels, Coca-Cola and Microsoft and is now working with several well-known companies in India, it was found that India stands ahead of the UAE, France and Spain in customer service standards. A refreshing trend was also spotted through this study, with more and more male customers joining the league of mystery shoppers.
The profile of a mystery shopper has undergone a drastic change. Nowadays, a lot of people from well-heeled families have also entered the field as they feel that the experience is of tremendous help in turning you into a better consumer. Angela Roncon from Hyderabad says, “As a mystery shopper I have learnt that customer service is the key to good business. As I was working in the retail business before I became a mystery shopper, I always felt that this profession would be very interesting because at the back-office mystery shopper reports are really looked up at. The companies have high regard for them and try to learn a lot from the feedback they get.”
According to Mr. Stephen Hibberd, Regional Director (Asia), Grass Roots Group PLC, “Our extensive database allows us to select shoppers with varied profiles to ensure that our shoppers remain anonymous during the visit. This is also important as it gives us an opportunity to observe how the front line staff performs in usual circumstances.” What’s more, depending on the intensity and complexity of the assignment, these shoppers are briefed in person, by phone or through online training modules. “The work particularly interests housewives since it offers flexi-timings and it’s something which they can do at their own pace.” states Mr. Hibberd.
Whatever your reasons for being a mystery shopper, one thing’s for sure is that this wave of new-age shoppers is here to stay. Be a part of this wave and ride on the success tide. It’s the profession that’s buzzing with opportunities and options. And who knows, you might be the one who brings about the positive change that all of us are craving for. Amen!
About the Author
Grass Roots India is a part of the Grass Roots Group PLC, an international business improvement services group, with offices all over Europe, Latin America, USA, Middle East and Asia Pacific. The Group had a turnover of £284 million in 2007-08 and has over 2000 clients including 52 of the FTSE 100, 134 of the FT Global 500. The company offers a holistic range of performance improvement products and services for employees, customers and channel partners in the areas of communication, education, measurement, reward & recognition and events.
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