Mystery Shopper or Secret Shopper, is a tool used externally by companies to measure quality of service, or compliance with regulation, or to gather specific information about products and services. The mystery shoppers aim and identity is generally not known by the establishment being evaluated. Mystery shoppers perform specific tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain way, and then provide detailed reports or feedback about their experiences.
Mystery shopping is established to measure employee integrity. Tools used for mystery shopping assessments range from simple questionnaires to complete audio and video recordings. Mystery shopping can be used in any industry, with the most common venues being, Bank, Retail stores, hotels, restaurants, fast food chains, banks, Gas stations, car dealerships, apartments, Health clubs and health care facilities. Mystery shopping has become abundant in the industry using the tool to assess and improve the customer service experience.