How to Write a Narrative as a Mystery Shopper
Mystery shopping narratives provide companies with valuable information that allows them to chart the performance and quality of their products, services and employees. Your job as a mystery shopper is to provide a vivid customer's perspective, informing companies as to whether they need to make adjustments to improve the overall customer service experience. To provide companies with accurate and useful information, you must write your mystery shopping narrative so that it effectively conveys the positive and negative aspects of your shop.
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Instructions
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Write your narrative from a first-person perspective. Companies want you to paint them a picture of your customer service experience in such a way that they can see the entire transaction through your eyes.
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Outline your mystery shop in detail. Describe every positive and negative aspect of your visit or phone call and make sure to include every relevant detail, including the friendliness and helpfulness of the customer service representative, the amount of time it took you to receive assistance and the cleanliness and organization of the establishment if applicable.
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Follow all of the instructions provided by the mystery shop agency. An apartment complex audit will have different requirements than a fast food audit or a golf course audit, so make sure to carefully read the instructions beforehand and note the specific questions posed by the agency. Include answers to those questions within your narrative.
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Use precise terms to accurately describe your experience. Rather than saying "The food was cold," say "The pizza was served at room temperature." Avoid ambiguous words and structure your narrative so that your reader always knows exactly what you mean.
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Avoid judgment statements. Even if you have just had the worst customer service experience of your entire life, keep your narrative neutral. Rather than saying "the food was disgusting," describe why the food did not please you. Rather than saying "the clerk was rude," outline the clerk's rude behaviors in an objective manner, giving the reader a sense of the clerk's rudeness through your descriptions.
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