Abstract:

Mystery Shoppers Research records the actually observed behaviour contrary to other research which records behaviour afterwards. This type of research is a combination of field-experiment, observation-method and survey-research. In practice this means a combination of participation, observation, acting and registration. Since the issue is how the conversation runs in "reality", the personal approach will often have preference. Is, however, the service in reality often effected by telephone, then telephone approach will be used, and this also applies to postal approach. When the ethic restrictions, careful planning and set-up, and a very thorough instruction are taken into full account Mystery Shoppers Research can be an excellent instrument for external quality measurement.