Mystery shopping is a popular tool used by companies to assess the quality of their customer service. It involves hiring independent people to visit the company's location as customers and observe the work of employees. While mystery shopping can be a great way to get valuable insights into customer service, there are also some potential drawbacks. One of the main disadvantages of mystery shopping is that it can lead to biased data.
Since mystery shoppers are hired by the company, they may be more likely to give favorable reviews. This can lead to inaccurate results and make it difficult to get an accurate picture of customer service. Another downside of mystery shopping is that it can create anxiety among employees. Knowing that someone is watching their every move can make employees feel uncomfortable and lead to a decrease in productivity.
This can be especially true if the mystery shoppers are not properly trained or if they are overly critical of employees. Finally, mystery shopping may not always provide enough data. Since individual customer experiences vary, not every mystery shopper will give you the same information. This means that you may need to hire multiple shoppers in order to get a comprehensive view of customer service.
Overall, while there are some potential drawbacks to mystery shopping, it can still be a great way to get valuable insights into customer service. By taking the time to properly train mystery shoppers and ensure that they are unbiased, companies can use this tool to improve their customer service and increase customer satisfaction.