What is Mystery Shopping? :
2 What is Mystery Shopping? Mystery shopping is a tool used by market research companies to measure the quality of the retail service or gather specific information about products and services.
Mystery shoppers pose as normal customers and perform specific tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain way.
Post experience they provide detailed reports or feedback about their experiences.
The most common venues where mystery shopping is used are commercial shops, restaurants, petrol stations, health clubs and health care facilities as well as banks!
What is the project about? :
3 What is the project about? Ulster Bank employs W5 Marketing Intelligence to undertake a mystery shopping exercise on a regular basis. The project involves sending a researcher into each branch so they can report back what the experience was like for a typical customer.
This time Ulster Bank want to see how their own customers get on with their daily transactions and queries in the branches.
This means that we want you to be yourself. Use your own name, account number, address and other personal details.
Your Research Pack :
4 Your Research Pack Your call file includes:
A link to this Mystery Shopping Assessment Video.
Your list of branches to mystery shop.
Links to the individual branch questionnaires for you to complete. (1 link per branch)
Your individualised transaction and query scenario. (both stay the same for each of your mystery shop branches)
A copy of the Questionnaire:
Familiarise yourself with this so you know what to look out for when you’re mystery shopping.
You can complete this as soon as you exit the branch to help you remember what happened for when you are completing the online questionnaire later.
Please do not submit this. Only the online questionnaires will be accepted.