{"id":10884,"date":"2021-12-09T14:08:01","date_gmt":"2021-12-09T14:08:01","guid":{"rendered":"https:\/\/www.sistemaimpulsa.com\/blog\/?p=10884"},"modified":"2026-05-02T23:40:33","modified_gmt":"2026-05-02T23:40:33","slug":"mystery-shopper","status":"publish","type":"post","link":"https:\/\/www.sistemaimpulsa.com\/blog\/mystery-shopper\/","title":{"rendered":"Mystery shopper \u00bfen qu\u00e9 consiste y qu\u00e9 funciones ejerce?"},"content":{"rendered":"<p>El <strong>mystery shopper, <\/strong>tambi\u00e9n conocido como comprador misterioso, es un t\u00e9rmino muy utilizado dentro del mundo de los <a href=\"https:\/\/www.sistemaimpulsa.com\/blog\/oportunidades-de-negocio-que-ofrece-el-metaverso\/\">negocios<\/a>. Como sabr\u00e1s, las empresas tienen como principal objetivo incrementar su rentabilidad, pero con solo ofrecer un buen producto o servicio no es suficiente para poder lograr esta meta; <strong>un aspecto importante para poder conseguirlo es ofrecer una buena atenci\u00f3n al cliente,<\/strong> m\u00e1s a\u00fan cuando dichos productos o servicios el cliente los puede encontrar en otras partes.<\/p>\n<p>Dicho esto, es necesario para <strong>las empresas evaluar la eficiencia de la atenci\u00f3n al cliente<\/strong> que ofrecen; y uno de los m\u00e9todos para llevar a cabo este proceso es el mystery shopper.<\/p>\n<h2><strong>\u00bfEn qu\u00e9 consiste mystery shopper?<\/strong><\/h2>\n<p>Mystery shopper es un m\u00e9todo de investigaci\u00f3n que permite a las empresas el poder <strong>evaluar<\/strong> <strong>la calidad del trato brindado a los clientes;<\/strong> esto con el fin de detectar los aspectos a mejorar para <a href=\"https:\/\/www.sistemaimpulsa.com\/blog\/como-lograr-una-mayor-conversion-en-tus-ventas\/\">lograr una mayor<\/a> competitividad en el mercado.<\/p>\n<p>B\u00e1sicamente, el mystery shopper consiste en que una persona, generalmente un profesional que se dedica a este tipo de actividades, visita un negocio haci\u00e9ndose pasar por un cliente com\u00fan para as\u00ed poder evaluar la atenci\u00f3n ofrecida.<\/p>\n<p>La vestimenta debe ser tal que no llame la atenci\u00f3n. Esta depender\u00e1 del tipo de negocio que se visite, por lo que tambi\u00e9n es necesario conocer c\u00f3mo normalmente se visten los visitantes.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-10886 aligncenter\" src=\"https:\/\/www.sistemaimpulsa.com\/blog\/wp-content\/uploads\/2021\/12\/Mystery-shopper-1.jpg\" alt=\"Mystery shopper\" width=\"513\" height=\"359\" srcset=\"https:\/\/www.sistemaimpulsa.com\/blog\/wp-content\/uploads\/2021\/12\/Mystery-shopper-1.jpg 960w, https:\/\/www.sistemaimpulsa.com\/blog\/wp-content\/uploads\/2021\/12\/Mystery-shopper-1-300x210.jpg 300w, https:\/\/www.sistemaimpulsa.com\/blog\/wp-content\/uploads\/2021\/12\/Mystery-shopper-1-768x538.jpg 768w, https:\/\/www.sistemaimpulsa.com\/blog\/wp-content\/uploads\/2021\/12\/Mystery-shopper-1-100x70.jpg 100w, https:\/\/www.sistemaimpulsa.com\/blog\/wp-content\/uploads\/2021\/12\/Mystery-shopper-1-696x487.jpg 696w, https:\/\/www.sistemaimpulsa.com\/blog\/wp-content\/uploads\/2021\/12\/Mystery-shopper-1-600x420.jpg 600w\" sizes=\"auto, (max-width: 513px) 100vw, 513px\" \/><\/p>\n<h2><strong>\u00bfQu\u00e9 funciones ejerce el mystery shopper?<\/strong><\/h2>\n<p><strong>El Mystery shopper, basa su visita en cuestionarios creados previamente a la actividad,<\/strong> en el que se establecen todos los aspectos que debe evaluar. Por lo general, suele preguntar sobre todo lo referente al producto o servicio ofrecido por la empresa para as\u00ed ver cu\u00e1l es la capacidad con que cuenta los vendedores; y para dar un toque m\u00e1s realista, si se da la oportunidad, este suele comprar dicho producto o servicio.<\/p>\n<p>Para dejar evidencia del servicio brindado, el mystery shopper <strong>puede utilizar c\u00e1maras o micr\u00f3fonos ocultos.<\/strong> Al finalizar su visita <strong>debe detallar todo lo ocurrido en un informe,<\/strong> dando respuestas a preguntas como: \u00bfLo vendedores te saludaron al entrar al establecimiento?, \u00bfpas\u00f3 mucho tiempo para que te atendieran?, \u00bfel vendedor pudo contestar todas tus dudas?, \u00bfqu\u00e9 ofrecieron facilidades de compra?, \u00bfte hablaron sobre los procesos de devoluciones?, \u00bfel establecimiento se encontraba limpio?<\/p>\n<p>Con toda esta informaci\u00f3n, junto con la evidencia en audio o video, <strong>se realiza un an\u00e1lisis a profundidad <\/strong>para as\u00ed detectar qu\u00e9 mejoras se pueden establecer dentro del negocio.<\/p>\n<h2><strong>\u00bfQu\u00e9 pasos se deben dar para aplicar esta metodolog\u00eda a un negocio?<\/strong><\/h2>\n<p>Antes que nada, es importante mencionar que esta <strong>metodolog\u00eda es aplicable tanto para <a href=\"https:\/\/www.sistemaimpulsa.com\/blog\/como-te-ayuda-el-crm-a-manejar-la-informacion-en-tu-empresa-mas-organizada\/\">empresas<\/a> comerciales como de servicios, sin importar su tama\u00f1o.<\/strong><\/p>\n<p>Los pasos para implementarla son los siguientes:<\/p>\n<ol>\n<li><strong>Conseguir un mystery shopper.<\/strong> Como mencionamos, hay personas que se dedican profesionalmente a este tipo de actividades, sin embargo, no tiene que ser necesariamente un profesional; cualquier persona puede ser preparada para llevar a cabo este proceso, ya sea un amigo, compa\u00f1ero, familiar o conocido.<\/li>\n<li>Lo siguiente ser\u00e1 <strong>establecer el objetivo de evaluaci\u00f3n,<\/strong> es decir, establecer qu\u00e9 se desea medir y a quienes se desea evaluar.<\/li>\n<li><strong>Preparar un cuestionario de evaluaci\u00f3n.<\/strong> Como vimos anteriormente, en este documento se debe establecer todo lo que el mystery shopper debe evaluar durante su visita.<\/li>\n<li>Ya en este punto solo <strong>se debe establecer el d\u00eda de la visita,<\/strong> y una vez concluida el mystery shopper debe <strong>presentar un informe detallado<\/strong> de todo lo ocurrido.<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>El mystery shopper, tambi\u00e9n conocido como comprador misterioso, es un t\u00e9rmino muy utilizado dentro del mundo de los negocios. Como sabr\u00e1s, las empresas tienen como principal objetivo incrementar su rentabilidad, pero con solo ofrecer un buen producto o servicio no es suficiente para poder lograr esta meta; un aspecto importante para poder conseguirlo es ofrecer [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":10885,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[20,2914],"tags":[972,2004,2003,110],"class_list":["post-10884","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-negocios","category-funnel-tofu","tag-atencion-al-cliente","tag-comprador-misterioso","tag-mystery-shopper","tag-negocios"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Mystery shopper \u00bfen qu\u00e9 consiste y qu\u00e9 funciones ejerce? - Impulsa blog<\/title>\n<meta name=\"description\" content=\"El mystery shopper es un t\u00e9rmino muy utilizado dentro del mundo de los negocios y aqu\u00ed podr\u00e1s conocer todos los aspectos importantes sobre \u00e9l.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sistemaimpulsa.com\/blog\/mystery-shopper\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Mystery shopper \u00bfen qu\u00e9 consiste y qu\u00e9 funciones ejerce? 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