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Mystery ShoppingWhat
is Mystery Shopping? Mystery shopping is a technique long used in retail
where researchers pose as service users
to experience the service from the users’ perspective. Researchers can be in or out-of-house, or actual users themselves can be recruited for the exercise. What
does Mystery Shopping achieve? Mystery shopping allows for the exploration
of the service from
a different perspective. It lets the researcher feel what it is like to be on the other side of the counter or on the other end
of the telephone. It can provide managers with invaluable firsthand feedback of how a service
is delivered and experienced by the customer. When will we use a Mystery Shopper? We
will use a mystery shopper when we are:
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