GETTING PAID TO shop might sound like a dream job, but the people in this line of work are neither spendthrift nor carefree. They are the 'mystery shoppers' hired by organisations, particularly in the retail and hospitality industries, as impartial inspectors and agents of change.
Their role is to visit companies, act as guests or customers, report on their experience and then get paid. They provide feedback to management on service quality and staff performance, and point out any major and minor deficiencies.
Companies that make use of mystery shoppers are in no doubt of their value in identifying gaps and effecting improvement. And, although staff may be aware that their employer is running such a programme, they have no advance knowledge of specific visits.
'Mystery shoppers give us a true reflection of our service standards,' said Bob van den Oord, general manager of Eaton Hotel. 'We have key performance indicators and I have to deliver certain results. They help us achieve our targets.'
Eaton Hotel appoints mystery shoppers to evaluate all departments. The hotel gets 'shopped' twice a year but some departments, such as sales, may have as many as four visits a year.
'They sample our products, eat, drink and stay overnight,' said Mr van den Oord. 'They rate our service and give us a score.'
The inspection could include how a drink or dish is served, assessing the amenities available in each room and how quickly the phone is answered.