Abstract:

The aim of the Mystery Shopping study is to assist professionals in improving customer service, offering information on the operations and the quality of the service provided. The Mystery Shopping studios can include from simple observations point of sale or service focusing on aspects such as signaling , cleaning, waiting and / or response time, equipment status, compliance with company regulations, etc. Mystery Shopping studies can also be extended to make a purchase or service request when the evaluator acts as if he were a client current or potential.