Some refer to themselves as mystery shoppers, secret shoppers or even undercover agents. The fact of the matter is, “mystery shopping” is about monitoring the quality of employee interaction through the eyes of the customer. The results provide a snapshot in time to give retailers/grocers/restaurant owners an understanding of their strengths and weaknesses.
An estimated 2.5 million mystery shoppers serve as the eyes and ears for those clients in an effort to enhance the customer experience and in some instances determine adherence to the client’s policies and procedures. Many times, the information collected during mystery shopping programs is used to help the client improve training programs, better articulate expectations they have of their staff, and otherwise improve the ways in which the client serves its customers.