Mystery and Integrity Shopping

WHAT IS MYSTERY SHOPPING?

Mystery Shopping or Secret Shopper is a tool used by companies to measure quality of service or gather specific information about products and services. Mystery shoppers posing as normal customers 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 began in the 1940s as a way to measure employee integrity. Tools used for mystery shopping assessments range from simple questionnaires to complete audio and video recordings. Many mystery shopping companies are completely administered through the Internet, allowing potential mystery shoppers to use the Internet to register for participation, find mystery shopping jobs and receive payment.

The most common venues where mystery shopping is used are retail stores, movie theaters, restaurants, fast food chains, banks, gas stations, car dealerships, apartments, resorts/casinos and health clubs, as well as health care facilities. Mystery shopping is increasingly used in other parts of the world to provide feedback on customer services provided by local authorities and other non-profit organizations, such as housing associations and churches.