Mystery shopping is a form of observation that uses researchers who pose as customers, or potential customers, to measure the process and procedures used in the delivery of a service. The feedback provided by the mystery shoppers can be used to identify strengths and focus areas during the interaction with your front-line staff. As well as measuring adherence to your sales or service processes, it is also used to report on customer experience levels using measurements such as NPS, CES and CSAT.
Mystery shopping is ultimately a training and development tool. Any mystery shopping programme can be designed to complement an organisation’s existing training and feedback strategy, by providing regular insight and analysis on an organisation or individual staff members strengths or focus areas.
Mystery shopping is used quite extensively by organisations within the retail, automotive, property, hospitality, finance, and transport industries.