Mystery Shopping
What Do Customers Really Think About You
Mystery shoppers anonymously observe and document the quality of their experience at a store or business on a given day. Clients can then evaluate a sample of service delivery, product knowledge and facility maintenance. Researcher "audits" are used to:
- Improve service
- Reward managers and associates
- Ensure that outlets are complying with established guidelines
Mystery shopping is used by customer-focused organizations in:
- Fast Food.
- Retail.
- Transportation.
- Healthcare.
- Banking and Finance.
The terms secret shopping, mystery shopping, secret shopper, mystery shopper, mystery customer, ghost shopper, mystery guest and many others are commonly used and are all relatively interchangeable.
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