In the Secret Shopper World, Technology is Both a Blessing and a Curse.

Technology has allowed secret shoppers to submit their reports electronically (email or online form) and possibly even receive payment online as well (paypal). This cuts down the time for your employer to receive your report and then send out payment, causing you to get paid faster (the blessing).

It is the same technology that helps the secret shopper that also hinders him (or her). Online shopping has resulted in the detachment of buying something and 'physically' shopping. Online retailers need not be concerned with such elements such as the cleanliness, employee contact, etc. And they control every aspect of the website: appearance, functionality, user friendliness, and such. Furthermore, these online stores usually have feedback form through which customers can directly submit feedback to the company. This causes a decrease in the need for mystery shoppers as more and more people turn to online shopping.

Another way in which technology is helping to replace secret shoppers is by the installation of video cameras inside stores, theatres, etc. These cameras are typically linked to the corporate office, where any executive can view live footage from any given location. This method is not completely effective however as employees are usually aware of the cameras and may alter their behaviour when in sight of the camera.

Although there are factors causing a decline in the need for mystery shoppers, there has been a continuous expansion of the consumer market over the past 50 years which has caused an increase in the need for mystery shoppers which exceeds the decrease caused by technology. The net result is a continual increase in the need for mystery shoppers.

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