Overview of Mystery Shopping

For over 50 years mystery shopping has been used as a tool by businesses to measure the quality of customer service provided by employees and ensure their integrity. Millions of mystery shops later, thousands of companies have benefited from improved compliance with corporate policies, expectations, and objectives.

Just knowing that a mystery shopping program is in place can motivate employees to perform better, resulting in increased sales, customer retention, and brand loyalty. Typical industries served by mystery shoppers include clothing and jewelry retailers, car dealers, electronic stores, automotive repair shops, restaurants, hotels, mortgage brokers, real estate management firms, banks, and call centers.