A highly valuable performance tool that provides a clear, accurate & unbiased account of the interaction between your employees and your customers.

It is a performance evaluation process that allows owners and managers of service organizations to really understand how their customers are treated in theirs establishments, on the phone or online. 

It identifies the "gap" between their services beliefs and the reality of the customers experience.

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Mystery Shopping vs Customer Feedback

Is mystery shopping the same as customer satisfaction surveys? Can the two substitute one other in terms of assessing an organization’s performance in its delivery of customer service?They are not the same and cannot not substitute one other. Rather they are complementary- two different sides of the same coin. They are distinctly different measures providing different insights into an organization’s service delivery.Mystery shopping program gather data in the form of directed observation. Mystery shopping focuses on understanding what customer delight-driving behaviors look and sound like. What is it that employees are doing which drives customer satisfaction or dissatisfaction


On the other hand, customer feedback program gather data in the form of recalled impression. Customer satisfaction surveys typically asks customer to rate their experience with a company e.g service, products prices and their feelings towards the brand Can they be substituted? No. Customer feedback is about impression. Mystery shopping is about observation. Both are important. They are not interchangeable.The balanced approach - The ideal program is a combination of both customer feedback data and mystery shopping observations. Intelligent decisions are based upon good customer feedback, which is turned into action (employee training or service standards deployment), which is then, in turn, measured with a mystery shopping program to test its successful implementation.

The benefits of Mystery Shopping?


  • Measures levels of standards and pin point customer service weakness areas.

  • Enhances employees sales ability and increase sales figures

  • Identifies focused customer service training needs

  • Monitors employee compliance with policy and procedures

  • Enforces employee integrity

  • Improves customer retention by keeping customers satisfied all the times

  • Compliments staff incentive program

  • Helps spot problems early enough

  • Helps create consistency at national level

  • Helps keep track and benchmark again competitors and previous performance

Why Need Mystery Shopping?


  • A mystery shopping program will compel your company to focus on achieving superior customer service standards.

  • Superior customer service produces satisfied customers.

  • Satisfied customers buy more and become loyal

  • Satisfied customers buy additional products and services

  • Satisfied customers support positive word of mouth

  • Satisfied customers pay less attention to advertisements of competitors

  • Satisfied customers deliver more ideas and suggestions

  • Satisfied customers cost less because these customers have already a relation with your company and some processes might already have been standardized

Mystery Shopping can help you answer the following questions:

  • Are employees handling telephone inquiries appropriately

  • Are your employees friendly, approachable, and knowledgeable?

  • What could you do to ensure fewer customers leave with a neutral or negative brand image?

  • Are customers of every age, ethnicity, and gender receiving the same exceptional level of customer service?

  • How engaged are your employees, and how can you optimally improve their engagement?

  • Which locations within your organization are consistent shining examples of offering customer delight, and what are their best practices?

  • What company changes will result in the highest return on investment (e.g., is it more important to spend resources on shortening customer wait time or on further customer service training)?


Restaurant Management 2019