Mystery Shopping is all about finding out what customers really think of a particular service. It is recognized by our clients as a valid way of evaluating the performance of their staff and the service their customers receive. Shoppers who work on our behalf as 'normal customers' evaluate in an objective manner a particular service, or service process against a number of predetermined service standards. Shoppers document their findings by way of a questionnaire and then report via the Internet. As well as answering specific objective questions on the service they receive, shoppers may be asked for their personal subjective viewpoint. This can help to capture the whole experience and give a rounded picture of the treatment a typical customer is likely to receive.
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