Mystery shopping for Customer Services

Mystery shopping provides evidence of an actual service provided and helps organisations know how well they perform against their Customer Care Standards. It is therefore regarded as a powerful tool to measure customer service.

The mystery shopping exercise uses individuals trained to observe, experience and measure the customer service process, by acting as a prospective customer with realistic but made up questions or queries. Mystery shops are conducted by telephone, personal visits, e-mail and letter.

Results of recent mystery shops

This exercise was undertaken in November 2007:

• Telephone mystery shopper results(pdf, 21KB)
• Email mystery shopper results(pdf, 18KB)
• Visit mystery shopper results(pdf, 18KB)