Mystery Shopping in the Coronavirus Age

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This white paper is an attempt to understand the implications of, and issues surrounding, this radically changed customer experience environment on the practice of mystery shopping.

Business

Kinesis CEM, LLC
Mystery Shopping in the Coronavirus Age
http://www.kinesis-cem.com/Insights-Mystery-Shopping-Coronavirus.shtml/
Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies.
Mr. Larse can be reached at elarse@kinesis-cem.com.
http://www.kinesis-cem.com
kinesis-cem.com 206.285.2900 info@kinesis-cem.com

Understand
Implications of the
Coronavirus Pandemic
on Mystery Shopping.
An Early
Atempt to
May 22, 2020

I am not a doctor, epidemiologist, or
public health professional. In this white
paper I will refrain from expressing
medical or scientific opinions, theories
or conclusions of my own.
Where virus related opinions or
conclusions are expressed, they will be
sourced from credible sources and cited
in footnotes.
Disclaimer

SARS-CoV-2 is currently thought
to spread primarily by:
• Close contact - about 6 feet.
• Through respiratory droplets
inhaled into the lungs. 1
Mechanism of
Infection
1 “How COVID-19 Spreads.” CDC.gov, May 21, 2020. Web. May 21, 2020.

The Centers for Disease
Control and Prevention (CDC)
advises, that for close contact
with an individual in a non-
healthcare setting, 15
minutes can be used as a
threshold for the time to
acquire an infectious dose. 2
Risk of
Infection
2 “Public Health Recommendations for Community-Related Exposure.” CDC.gov,
March 30, 2020. Web. May 15 2020.

Some points to consider as we weigh
these risks include:
Risk of
Infection
- Ventilation
- Proximity to other people – a minimum
of 6 feet separation should be available
- Masks - wear cloth face coverings in
public settings where other social
distancing measures are difficult to
maintain
- Hand washing
- The length of exposure – shorter
exposure times are safer

Precautions for Customers &
Employees:
- Spacing/ Occupancy
- Ventilation
- Masks
- Length of Exposure
- Cleaning
- Hand Sanitizer
Customer
Experience
Implications of
the Pandemic

Measure Customer
Confidence
Identify Changes in
Customer Behaviors as a
Result of Pandemic
Alternative Delivery
Channels
Customer
Experience
Measurement
Implications of
the Pandemic

Measure Customer Confidence
Test for Presence Mitigation
Strategies
Customer Perception of
Mitigation Strategies
Shop Alternative Channels
Alternative Sources of Behaviors
Observations
Mystery
Shopping
Implications of
the Pandemic

Physical Distancing
Masks
Ventilation
Exposure Time
Hand Hygiene
Safety of
Mystery
Shopping &
Precautions

As we migrate from a virus
suppression strategy to a mitigation
strategy, we are going to need to
figure out how to conduct commerce
in a way that mitigates the dangers
of the virus.
Observational research, be it mystery
shopping or other methodologies,
has a role to play in helping
managers of the customer
experience monitor the customer
experience.
This is a
Difficult Time

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