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Mystery shopper

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Indice
1. Quali sono i compiti del mystery shopper
2. Quanto guadagna un mystery shopper
3. Come si diventa mystery shopper

Probabilmente non tutti conosceranno la professione del mystery shopper, motivo per cui oggi andremo ad approfondire ciò che riguarda questo professionista, andando a capire meglio quali sono i suoi compiti, quanto viene retribuito e anche come si fa a diventarlo.

Prima di cominciare è giusto capire un po’ meglio di cosa stiamo parlando e come nasce questo tipo di professione.

I mystery shopper sono persone che vengono ingaggiate al fine di valutare la qualità di un servizio.

Questi vengono ingaggiati dalle aziende stesse per valutare se un determinato punto vendita rispecchia o meno gli standard qualitativi prefissati dall’azienda, attraverso la valutazione dell’intero processo di vendita.

Volendo farla più semplice, potremmo dire che il mystery shopper è una simulazione del comportamento del cliente da parte di un professionista ingaggiato per valutare se il punto vendita è in grado o meno di venire incontro a quelle che sono le esigenze dei suoi clienti e, se necessario, migliorarne il servizio offerto attraverso il report offerto dal mystery shopper.

Ora che sappiamo qualcosa in più su questo professionista, andiamo a scoprire come avviene il tutto, andando a scoprire il ruolo che ricopre questo “cliente misterioso” e quali sono i suoi doveri.

1. Quali sono i compiti del mystery shopper

Il mystery shopper, conosciuto anche come Mystery client, una volta ingaggiato dalla società o dall’azienda, riceve un brief, ossia riceve quelli che sono gli obiettivi della compagnia, cosa vuole che faccia e, in certi casi, anche il momento in cui deve entrare in azione (ad esempio nell’ora di punta).

In seguito, il mystery shopper dovrà compilare un questionario dove andrà a riportare la sua esperienza.

Una volta ricevute tutte le indicazioni, il mystery shopper entra in azione seguendo le linee guida che gli sono state affidate e ciò può avvenire in maniera fisica (andando di persona in negozio) oppure attraverso canali secondari come ad esempio la posta elettronica, il recapito telefonico o altro.

Uno dei compiti più importanti del mystery shopper è quello di non farsi scoprire e di non destare sospetti al fine di non alterare la simulazione e renderla quanto più realistica possibile.

Una volta entrato in azione, il mystery shopper dovrà prestare massima attenzione a tutto ciò che è stato indicato nel brief, memorizzandolo e riportando il tutto nel questionario che dovrà compilare a fine sopralluogo.

Tra i compiti richiesti al mystery shopper può esserci un po’ di tutto.

Può essere richiesto di simulare un reso, di osservare se gli standard igienico-sanitari vengono rispettati, di analizzare le prestazioni dei dipendenti nonché la disponibilità e la cortesia degli stessi, le capacità di vendita di quest’ultimi e la gentilezza con cui si approcciano al cliente, dall’accoglienza al saluto finale.

In altre parole, un po’ tutto ciò che riguarda il personale e non solo.

Alcune volte potrebbe anche essere richiesto di scattare delle foto del locale o di qualche tipologia di prodotto o mostra espositiva all’interno di esso.

Insomma, il mestiere del “cliente misterioso” è decisamente vario.

Inoltre, è importante che il mystery shopper può essere ingaggiato nei posti più disparati, dai piccoli negozi di vendita al mondo della grande distribuzione come supermercati e altro, dagli hotel a tutto ciò che è legato al settore del turismo, nella sanità, nelle piattaforme di e-commerce fino ad arrivare ai call center.

Da qui è facile dedurre che le mansioni varieranno molto anche in base al settore in cui si viene chiamati a lavorare (a un mystery shopper ingaggiato per valutare un determinato call center certamente gli verrà chiesto di prestare maggiore attenzione a come gli addetti si approcciano con i clienti piuttosto che a quale tipologia di prodotti vendano) ma, nonostante questo, potremmo riassumere quelle che sono le mansioni più comuni in questo tipo di professione in:

  • Esaminare attentamente la lista degli aspetti chiave che l’azienda vuole controllare
  • Simulare l’esperienza d’acquista di un normale cliente per un prodotto o un servizio
  • Memorizzare i dettagli presenti all’interno del questionario a cui, in seguito, dovrà rispondere
  • Chiedere consulenze su determinati prodotti ponendo domande ben precise
  • Scattare fotografie
  • Osservare l’intero ambiente del punto vendita, ordine, pulizia, disposizione della merce, tempi di attesa alle casse ecc.
  • Acquisto di specifici prodotti verificando che l’intero processo di vendita sia eseguito correttamente
  • Valutare com’è stata la propria esperienza cliente
  • Compilare il questionario
  • Inviare il report della propria esperienza

Questi sono i compiti che comunemente un qualunque mystery shopper è tenuto a eseguire.

2. Quanto guadagna un mystery shopper

Non è facile stilare i guadagni di un mystery shopper dato che i fattori che entrano in gioco sono davvero tanti.

Essendo una tipologia di attività “libera” i compensi dipenderanno molto da:

  • Numero di incarichi svolti
  • Livello di difficoltà degli incarichi assegnati
  • Tempo impiegato per ogni incarico

Questi sono, in generale, i tre fattori chiave che determinano i compensi di questo professionista.

In genere, comunque, la retribuzione degli incarichi va dai 10 euro per gli incarichi più semplici che non vi porteranno via molto tempo fino ad arrivare a circa 100 euro per gli incarichi che occuperanno ore della vostra giornata.

Nonostante non sia uno di quei mestieri in cui si possiede un contratto e si ha una paga fissa, questo lavoro offre comunque diversi vantaggi dal punto di vista economico.

Il primo è la possibilità di conoscere in anticipo quale sia il compenso a incarico, così da poter scegliere liberamente se accettarlo o meno.

Il secondo, ma non meno importante, è la possibilità, nel caso l’incarico avesse previsto un acquisto, di ottenere il rimborso e, inoltre, non sarete tenuti a restituire la merce acquistata.

Infine, potreste anche aver diritto al rimborso dei viaggi nel caso lo svolgimento dell’incarico avesse previsto delle spese di trasporto.

Se questo lavoro vi ha incuriosito, è ora di andare a vedere come si fa a diventare mystery shopper.

3. Come si diventa mystery shopper

Partiamo subito con una buona notizia.

Il mestiere del mystery shopper può essere svolto da chiunque, non importa il livello di istruzione, le competenza o altro.

Le agenzie di mystery shopping accettano ogni tipo di candidato proprio per diversificare quanto più possibile i vari campioni di “clienti misteriosi”.

Entrare in questo ambiente è semplice, vi basterà entrare in uno dei tanti siti di agenzie che offrono questo servizio e registrarvi gratuitamente.

Una volta registrati potrete entrare nell’area riservata ed esaminare quelli che sono gli incarichi disponibili.

Per incarichi di maggiore rilievo potrebbe essere richiesto un mystery shopper esperto, selezionato in base al numero di incarichi svolti e ai feedback ricevuti.

Alcune agenzia potrebbero anche richiedere lo svolgimento di un corso (spesso offerto da loro stessi) al fine di imparare quelle che sono le tecniche per il corretto svolgimento di questa professione.

Insomma, come avrete capito non è complicato diventare un mystery shopper.

Se avete dubbi o curiosità in merito a questa professione, vi invitiamo scriverci!

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