- Definition of mystery shopping: Mystery shopping can be defined as the use of individuals trained to experience and measure any customer service process, by acting as potential customers and in some way reporting back on their experiences in a detailed and objective way. It differs from other research techniques in that the evaluator does not declare his/her presence and the customer service is unaware at the time of the interaction that the contact is in any way different from a normal customer.
- The mystery shopper is an employee of an independent test lab. The lab may be asked to explain how the chosen employee qualifies professionally e.g.: o The mystery shopper selects the products randomly. o The shopper must declare that they have not been influenced in the selection of products by any other person or organization other than the criteria set up by LightingEurope.
- Products should be selected randomly in at least 3 different outlets per channel.
- Products should be from different brands.
- For DECORATIVE indoor LED luminaires, the mystery shopper should select randomly products placed on the European market.
- For PROFESSIONAL indoor LED luminaires, the mystery shopper should select randomly products placed on the European market.
- Guidance for the test house.
1. It is the responsibility of the test house to ensure that mystery shoppers are aware that they may be identified during the project, For example
- Mystery shoppers should be made aware that their identification could be revealed if the telephone receiver has caller identification technology.
- Mystery shoppers should be made aware that their identity may be revealed if personal credit or debit cards are used to make online purchases.
- Mystery shoppers making multiple visits to a website should ensure that they delete any cookies before connecting to the website. This will reduce the likelihood of identification of the mystery shoppers.
2. It is the responsibility of the test house to ensure that a mystery shopper is paid promptly for all purchases made for any project.
3. It is the responsibility of the test house to ensure that the mystery shopper acts honestly in their professional activities.
