Mystery shopping is a research method used to evaluate customer service and other aspects of a business by having a trained evaluator pose as a customer and interact with the business in a way that simulates a normal customer experience. The “mystery shopper” will then provide detailed feedback on their experience, including observations and evaluations of various aspects of the business such as the staff’s attitude, knowledge, and compliance with policies and procedures.
Mystery shopping can be used to evaluate a wide range of businesses, including retail stores, restaurants, hotels, and service providers. The evaluator may be asked to make a purchase, ask questions, or request information to assess the quality of the customer service provided. They may also be asked to evaluate the store or facility’s cleanliness, layout, and overall appearance.
The information collected by mystery shoppers can be used to make data-driven decisions about how to improve the customer experience and to measure the effectiveness of any changes that are made.
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Mystery shopping can be done in person or remotely, and the feedback can be provided through various means such as a written report, phone call, or an online survey. Businesses typically hire third-party companies that will provide them with mystery shoppers and handle the data collection, analysis, and reporting.
Evaluating product demand and understanding the needs of customers and partners. Additionally to the mystery shopper service, you can also get in Smart City Enterprise a complete market survey or e.g. just the economic market research, add a marketing audit that allows you to deeply examine all your essential marketing assets and activities to determine how well they serve your business.