Mystery Shopping for Customer Services 2009-10

Overview

Mystery shopping provides evidence of an actual service provided and helps organisations know how well they perform against their Customer Care Standards. It is therefore regarded as a powerful tool to measure customer service.

The mystery shopping exercise uses individuals trained to observe, experience and measure the customer service process, by acting as a prospective customer with realistic but made up questions or queries. Mystery shops are conducted by telephone, personal visits, e-mail and letter.