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Mystery shopping is a method of testing the quality of services. It can be used to test the quality of products, customer service, or employee performance. The company or management selects test customers to evaluate their own service quality.
someone employed by a company to check how its products or services are being sold by pretending to be a normal customer: Most supermarkets want mystery shoppers to critique each department and the staff's knowledge of what they're selling. (Definition of mystery shopper from the Cambridge Business English Dictionary © Cambridge University Press)
Mystery shopping (related terms: mystery shopper, mystery consumer, mystery research, secret shopper and secret shopping and auditor) is a method used by marketing research companies and organizations that wish to measure quality of sales and service, job performance, regulatory compliance, or to gather specific information about a market or com...
2022年6月24日 · Mystery shoppers are field-based market researchers who visit businesses to assess their quality of service with a series of predetermined metrics. The business often supplies these criteria, which represent their standards for excellent customer service.
This detailed guide delves into the mystery shopping definition, explores its varied types, offers examples, and highlights the significant benefits it bestows upon businesses striving for customer service excellence.
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A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. They can take on the role of a customer and feedback on their experience, or they can observe and provide a score. This person is unknown to the employees of the organization, so there is no bias or favor shown towards them.
someone employed by a company to check how its products or services are being sold by pretending to be a normal customer: Most supermarkets want mystery shoppers to critique each department and the staff's knowledge of what they're selling. (Definition of mystery shopper from the Cambridge Business English Dictionary © Cambridge University Press)
