RESEARCH MODELS

MYSTERY SHOPPER

The Mystery Shopper is a technique that consists of the simulation of the purchase or the soliciting of a service with the salesman in situ (at the point of sale/establishment), carried out by a qualified team of people specialized in pseudo-purchasing. Who request, as though they were a regular customer, a series of products, services or information with the aim of assessing some previously defined variables.

Objectives and Methodology

It provides a thorough measurement of the quality of the service and consumer satisfaction. The methodology is based on participant observation techniques. A series of action points are established to obtain detailed information of the physical aspects and of the quality of the service (availability and professionalism of the employees, the attention and treatment given to the customers).

More information in the section of Satisfaction Surveys and Quality Studies.