MYSTERY SHOPPING is a customer service evaluation tool that assesses to what extent employees interacting with end-customers know, respect, and properly implement the rules and procedures imposed by the company. The mysterious client is a sociable person with an observer and objective spirit who visits various stores, plays the role of a real client interested in purchasing products or services, evaluates the employees and the appearance of the shop, then completes a questionnaire, providing information about the visit. The identity and specific purpose of the mysterious client are not known by the rated entity.
On short, Mystery Shopping is an investigational strategy that analyzes:
– Employee performance;
– Analysis of point of sale (customer satisfaction analysis at a specific points of sale);
– Testing scenarios for strategic action of mystery shopping.
