Mystery Shopping

 Mystery shopping is a technique commonly used by retailers, market research and consumer watchdogs to measure the quality of customer service in bricks-and-mortar environments and to collect information about products and service delivery. Alternatives: mystery shopper, mystery consumer, secret shopper

Mystery Shopping

The ITA professional mystery shopper evaluates several different aspects of the customer experience which often include:

Levels of service
Product availability
Staff helpfulness
Staff knowledge
Cleanliness of establishment
While secret shopping is often seen as an evaluation of internal operations. We at ITA have developed a mystery shopping system that can be performed on your competitors’ operations, to collect usefull data to enhance your business operations.

Is Mystery Shopping Considered Qualitative or Quantitative?

The answer is both. It is always recommended to start with qualitative research to explore the customer experience in detail.
However, mystery shopping can eventually be scaled to conduct a series of shops each week, each month, and each year to obtain measurable data.

What are the Benefits of Mystery Shopping?

There are many reasons brands choose to conduct a mystery shop.
Interacting with employees and stores in their most natural environment or state.
It’s a flexible methodology that can be completed in-person, online, or over the phone depending on your objectives.
Brands can evaluate the competition and gain access to information that is only available to customers or prospects.