What does mystery shopping measure?
Real-life experience, observable behaviours and service standards.
How mystery shopping worksMystery Blog. Ideas for understanding the service.
Insights into customer experience, mystery shopping and relationship quality.
Understanding mystery shopping
From project definition to analysing the results: the starting points for understanding our work.
How a reliable survey is conducted
Objectives, checklists, assessor preparation and data verification.
Understanding the methodologyFrom need to project
On-site visits, telephone enquiries and digital channels across various contexts.
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