Mystery shopping

Mystery shopping is not spying on the employees, it is business tool whose goal is to improve level of customer service provided to a clients, not to “catch” the employees working wrong or fire them
Mystery shopping is not grading on someone’s work but objective measurement of the whole shopping experience
Mystery shopping and marketing research are not the same thing, but they are complementary
The goal of mystery shopping is to measure and improve level of customer service
Mystery shoppers are not demanding and “tough” clients, but average shoppers that match the actual client's customer profile
The job of mystery shopper is not to search for mistakes that employee has made, but to inform objectively what happened at the spot of sales during his visit