Mystery shopping

Mystery shopping is a form of measuring the quality of service or its compliance to regulations. In this survey, the researcher takes on the role of a given person (usually the client). Acting out the activities (e.g. willingness to buy goods or making a complaint) planned before and playing specific roles (e.g. an aggressive client), the mystery shopper observes the behavior of the surveyed person unaware of the fact that they participate in a survey. The training function of mystery shopping is to use it as a mechanism of initial analysis which allows to recognize the typical behavior of people taking part in the development process.

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