Mystery shopping

Mystery Shopping

Mystery Shopping is a process in which a person visits a retail store, restaurant, bank branch or any such location with the objective of measuring the quality of customer experience, sales and services, job performance and regulatory compliance.

In the past years, mystery shopping was used for honesty and security assesments. People were hired to go into stores and steal things! This was to check whether the staff is equipped to handle such situations. But in the current scenario with hi-tech CCTV cameras these checks are not required. Mystery shopping has now adapted itself and grown into a customer service oriented programme.

What does Mystery Shopping measure and what outcome is expected?

Mystery Shopping is the technique used for evaluating a company or one of its outlets internally. The specific aspects to be measured will be as per the client’s choice.

Methods for conducting Mystery Shopping

While in person/on store check is the most widely used method, the mystery shopping exercise is also done through:

  • By the means of Telephone
  • Website and social media
  • Hidden audio/video recording

Mystery shopping is definitely an effective tool to gain insight into the customer needs and improve in areas where a company is lacking. To get the good service Indian Detective Service will provide you good service.

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