This is where you turn up in person and analyse the service given by the store, the order and cleanliness, how easy it is to find what you are looking for, etc. This technique may be employed in all industries and markets, such as hotels and restaurants. Places where people require a higher level of customer service are the most common.
If your company mainly provides telephone services or if you want to know how your telephone services provide customer service, this is the perfect method to find out. A Mystery Shopper will make a call to undergo a business process, but with the sole purpose of analysing the quality of service received.
If you manage an online business, whether it is a shop or a service, maybe you would like to get to know the real experience that one of your customers would have when receiving service or support via chat or e-mail. You will be able to asses the waiting time, the tone used and even how friendly and polite your employees are, as well as what the product-buying or booking experience is like, how a return is processed and what obstacles customers have to face.
Although this is not exactly a method independent from this technique, Mystery Guest is an internal auditing service especially designed for hotels, through which all aspects and service quality can be analysed.