What is meant by mystery shopping?

A mystery shopper observes a store or service center to compile a report on what they have experienced. They complete tasks in an assigned location, such as returning an item or purchasing a product.

Mystery Shopping

is a fascinating method of measuring customer experience in which people are recruited to represent real customers who shop in a store. Feedback is then taken through these mystery shoppers and the company uses them to assess how close the actual customer experience is to the desired one.

It makes the company think about the areas in which it lacks and acts accordingly.