Mystery shopping is the practice of employing evaluators to evaluate customer services.  Evaluators are posing as regular customers when interacting with associates.  Then, the evaluators Mystery shoppers provide objective, impartial details of events and experiences.

Mystery shoppers may be instructed to evaluate customer service, associate’s product knowledge, sales technique, store cleanliness, product quality, and other specific elements outlined in their instructions.

Any businesses that interact with customers may use mystery shoppers.  These businesses want an objective view of customers’ experiences.  The management cannot provide an objective view because associates perform differently in presence of management.

Mystery shoppers may be used to evaluate

• Stores: clothing stores, shoes stores, mobile phone stores, books, pharmacies, jewellers, supermarkets, convenience stores, warehouse clubs…
• Restaurants: fast food restaurants, casual diners, pizza delivery, buffet restaurants…
• New Homes and Apartments
• Automobile Related: auto repair services, gas stations, car dealerships…

• Travel Related: travel agencies, airlines, hotels, casinos, amusement parks, resorts…

• Services: alteration services, photo studios, carpet cleaning services, hair salons, beauty counters, copy centres…
• Plus many more...