Mystery Shoppers or Mystery Customers visit specific
stores and businesses anonymously for the purpose of
observing and reporting on the quality of customer service
delivered. The answers submitted by the mystery shoppers
enable clients to make employment decisions, reward
staff for excellent performance, redirect staff who
perform poorly and evaluate adherence to company service
There are a number of agencies that provide Mystery
Customer Services to organisations, and often they have
an ongoing contract which involves regular visits by
mystery customers to their organisation over a period
of time. Mystery Shopping provides the organisation
with an independent opinion of their customer service
standards, staff performance and overall perception
of the business from the customers’ perspective.
Without "pointing the finger" the information
gathered can often uncover poor employee performance
and allow business to reshape that performance in a
cost-effective manner. In the process businesses can
discover, identify and correct weaknesses, act on them,
re-measure for improvement and gain a competitive advantage
over their competitors.
Mystery Shoppers can register with a Mystery Shopping
organisation and will be sent assignments when they
come up in their area.
Pay/reward varies, and can be monetary or a gift voucher,
depending on the organisation you work for.