A mystery shopper is a person employed by the market research firm or companies to evaluate the quality of the product/services or assess compliance with regulations or to get feedback on the use of products or services. The companies do not disclose the identity of the mystery shopper to the establishment that is being evaluated.
The mystery shoppers perform some tasks such as shopping, complaining about products to the sales people, asks questions etc and then provide feedback on their shopping experience. Mystery shopping was a practice that was followed in 1940’s to measure the integrity of the employees. Currently, the practice is followed by retailers, tourism industry and healthcare providers to access and improve customer service.
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