Mystery shopping

Truths and myths about 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