Mystery Shopping is a great tool helping businesses evaluate the level and quality of service provided to their customers.  It’s called ‘mystery’ because it’s unknown to the party that’s being evaluated.  The ‘mystery shopper’ typically represents a specific persona or a scenario the business wants to test for or compare to. The ‘mystery shopper’ looks out for specific elements of the customer experience and brings the findings back to the business to help the business improve. The result of Mystery Shopping is always learning and improvement.

Why is it important?