What is mystery shopping?

Mystery shopping is a form of market research where individuals are trained to evaluate the customer service provide by an organisation.

What does a mystery shopper do?

A mystery shopper poses as a customer and undertakes a number of agreed tasks to establish if procedures and service standards are being followed.They then report back on their findings in a structured way.

For example a mystery shopper may be asked to call into an area office to obtain some advice. They will have to monitor how long they waited to be dealt with, how they were greeted and whether the person they saw was able to deal with their enquiry.

How often do we carry out mystery shopping?

We mystery shop the services we provide once or twice a year.

How do I become a mystery shopper?

If you would like to become mystery shopper, please contact: