Mystery Shopping

Our mystery shopping service is one of the tools used to gather information regarding a certain service from the perspective of service recipients by having trained mystery shoppers pretend to be prospective customers, in order to evaluate and improve service delivery.

The key to successful mystery shopping is having simple, believable scenarios for the shoppers to follow. The scenario is made as realistic as possible so it mimics natural consumer behavior in the market concerned and can be enacted convincingly by the mystery shopper. Mystery shopping is unlikely to work if the issue to be researched is not clearly defined.

We identify the mystery shoppers for a project by matching their personal characteristics and financial circumstances with the requirements of the scenarios to be used. Wherever possible, the shoppers will use their own personal circumstances, as this helps them keep their story consistent and reduces the amount of specific information they have to remember.