Do mystery shoppers really predict customer satisfaction and sales performance?

  • Mystery shopping (MS) is a widely used tool to monitor the quality of service and personal selling. In consultative retail settings, assessments of mystery shoppers are supposed to capture the most relevant aspects of sales people’s service and sales behavior. Given the important conclusions drawn by managers from MS results, the standard assumption seems to be that assessments of mystery shoppers are strongly related to customer satisfaction and sales performance. However, surprisingly scant empirical evidence supports this assumption. We test the relationship between MS assessments and customer evaluations and sales performance with large-scale data from three service retail chains. Surprisingly, we do not find asubstantial correlation. The results show that mystery shoppers are not good proxies for real customers. While MS assessments are not related to sales, our findings confirm the established correlation between customer satisfaction measurements and sales results.

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Metadaten
Name:Blessing, Gerald
URN:urn:nbn:de:bsz:rt2-opus4-24513
DOI:https://doi.org/10.1016/j.jretai.2019.04.001
ISSN:0022-4359
eISSN:1873-3271
Erschienen in:Journal of retailing
Publisher:Elsevier
Place of publication:New York, NY
Document Type:Article
Language:English
Year of Publication:2019
Tag:customer satisfaction; mystery shopping; personal selling; sales management
Volume:95
Issue:3
Pagenumber:16
First Page:47
Last Page:62
Dewey Decimal Classification:380 Handel, Kommunikation, Verkehr
Open Access:Ja
Licence (German):License Logo  Creative Commons - CC BY-NC-ND - Namensnennung - Nicht kommerziell - Keine Bearbeitungen 4.0 International