ARTICLE - Writing your Thoughts and Feelings in Mystery Shops
As a new shopper, it’s normal to feel unsure about what to include when completing your survey forms. Clients are primarily interested in your personal experience—what you noticed, how it made you feel, and how the service could be improved.
To help you write a strong report and achieve a high Shopper Stars Rating, consider focusing on the following three areas:
1. Observe and describe what is happening around you
Be specific about what you see and hear.
Example:
“As I entered the store, there were two members of staff available, however I was not acknowledged or greeted.”
2. Explain how the experience made you feel
Share your honest thoughts and emotional response.
Example:
“This made me feel overlooked, and it seemed as though the staff were not fully engaged with their customer service responsibilities.”
3. Suggest how the experience could be improved
Offer constructive and realistic feedback.
Example:
“A simple smile or nod would have made a positive difference,” or “As my hands were full, assistance with opening the door would have been appreciated.”
By clearly explaining what happened, how it affected you, and what could be improved, you will create detailed, helpful reports that clients value.
Have you seen our PRINTABLE CHECKLIST for Completing Mystery Shop Surveys
Click here to check it out:
You can also view other more top tips, FAQs and how-to guides in our Shopper Academy.
Log in to your Open Opportunities page here to view available mystery shop assignments near you.
If, after viewing the Shopper Academy you still need support please contact your Regional Programme Coordinator at shopper@proinsight.org or call 0203 0954954. We'd also love to know if this article was helpful or could do with some work so please do use the thumbs up/down buttons below!
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