Mystery Shopping, Mystery Visit, Mystery Calling

These methods are mostly used to evaluate the quality of certain services, and to establish the direction of their improvement. They involve observers going undercover as customers with a set of carefully designed guidelines, and therefore providing us with enough data to run a detailed analysis about situations in which our clients deal with their customers.

The method is especially effective in evaluating the typical customer’s experience with customer service and sales situations, and in mapping competitor services and products.