Mystery Shopping-Secret Customer Services
What is mystery shopping? ( Secret Customer Services)
Mystery shopping is the practice of using educated, experienced shoppers to anonymously evaluate customer service, operations, merchandising, product quality and other elements of the consumer’s experience.
Mystery shoppers receive instructions that outline the specific details to look for while conducting an evaluation.
Mystery shoppers are objective and provide a snapshot of the consumer experience, using facts rather than opinions when evaluating service. The shoppers follow a questionnaire with criteria developed by a mystery shopping provider and its customer.
In general, companies use mystery shopping to understand and improve the typical customer experience at each location and throughout the organization.
Companies that use mystery shopping include restaurants, retail stores, hotels and resorts, banks and financial service providers, hospitals and physician offices, apartment leasing offices, grocery and convenience stores, automotive service facilities, seasonal retailers, computer/electronics retailers, mobile communications companies, luxury products retailers, home builders, self-storage facilities and more.