Mystery Shopping is a process in which a person visits a retail store, restaurant, bank branch or any such location with the objective of measuring the quality of customer experience. Many companies define detailed processes and parameters to ensure that customers will have a good experience in their sales locations.
To ensure that these processes are followed, these companies hire Mystery Shopping Companies to conduct regular audits on their locations.
The mystery shopping companies (also called Mystery Shopping Agencies) find people who match the target customer profile, provide them a questionnaire for recording their experience, and provide some training on how to measure various parameters.
