Mystery Shopping – Business Round Table
Mystery Shopping is the practice of using selected contracted trained potential clients or shoppers who anonymously evaluate the experience when in contact with the front-line staff of the organization that provides the service or offers the merchandise. The supplier of the services or products receives the aggregated feed-back of these anonymous evaluators, the Mystery Shoppers – as input. This information points out the difference between desirable Key Performance Indicators and the actual delivery of the product or service as experienced and this can be used to improve future client experiences.