What is Mystery Shopping?
Mystery shopping is a term used to describe a field-based research technique that uses independent evaluators (mystery shoppers) posing as ordinary customers to objectively gather information based on a specific set of criteria that has been pre-established with the client. Typically, a mystery shopper visits a business under the guise of being a regular customer. From there, Mystery shoppers give an unbiased customer response to their experience in areas such as quality of service, compliance with regulation, or specific information about products and services. After a mystery shop is complete, the mystery shopper will complete an online survey that is sent directly to the client. This invaluable service provides clients an opportunity to evaluate their business practices and employee performance from the perspective of an objective consumer.