Activity 1
So, after reading the Q & A section above, can you now explain what a mystery shopper is and does?
Try writing out in a few lines what you think the job of a mystery shopper involves.
After you have finished writing, reveal the definition of mystery shopping below. See how far away you were from the definition.
Mystery shopping (also known as a secret shopper) is a tool used by market research companies, watchdog organisations, or internally by companies themselves to measure quality of their customer service and experience. The mystery consumer's specific identity and purpose are 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.
Now that you understand what mystery shopping involves, you can try out being a mystery shopper the next time you go shopping for clothes. Use the checklist on the next page to see how well the assistants rate against the questions asked. (Remember – DON’T TAKE THE FORM IN WITH YOU!).