Mystery shopping
- › Mystery shopping
- › Truths and myths about mystery shopping
- › Size of the market and trends
- › Who uses mystery shopping?
- › When to use mystery shopping?
- › Minimal demands for good mystery shopping
- › Phases of MS conduction at companies
- › Where does need for mystery shopping come from?
- › How to choose a partner for mystery shopping?
- › Why mystery shopping sometimes doesn't work?
- › Frequently asked questions
- › Mystery shopping dictionary
Where does need for mystery shopping come from?
Today, especially at the market of goods and service where competition is really high, customer service is often the source of competitive advantages among companies. Tom Peters, one of the most known management gurus said: “What gets measured gets done”.
And that exactly is the reason why customer service (as well as everything else) is supposed to be measured – in order to increase it. Level of customer service is measured with mystery shopping – a tool/research where mystery shoppers are used.
