An important tool used externally by market research companies and watchdog organizations, and internally by companies themselves.
• Measures quality of service
• Evaluates compliance with regulations and workforce development objectives
• Gathers specific information about products and services.
The mystery shopper’s specific identity and purpose is generally not known by the employees of the establishment being evaluated. But as a staple of American business practices and a critical tool for nurturing workforce development, mystery shoppers pose as actual customers or users of a service – by purchasing
a product, asking questions, registering complaints or behaving in a certain way – and then document
their experiences and/or other findings. Companies use this vital information to make key adjustments to
Mystery shopping, which outputs an objective snapshot of a business’s performance, is used in virtually all business-to-consumer industries as the primary essential tool utilized to assess and improve the customer service experience.
Typical Mystery Shopping Clients
Mystery shopping programs are used by a large percentage of industries including but not limited to:
• Retailers of all types – clothing, grocery, department, sporting, etc
• Fast casual restaurant chains • Fine dining restaurants
• Financial institutions • Insurance Companies
• Home builders • Apartment communities
• Physicians • Healthcare companies and facilities
• Automotive Sales and Service • Hotels, resorts and timeshare
• Theme parks, museums, theaters • Educational institutions
• Professional and amateur sports • Gaming industry
• Government agencies (i.e., DOT) • Municipal government (libraries, parks)