Mystery Shopping is the practice of using trained shoppers to anonymously evaluate customer services, operations, employee integrity, merchandising, and product quality by sending a mystery shopper to an outlet to act as a customer and in the process observe the predefined purpose of the visit.

Mystery shopping becomes imminent when companies are experiencing decline sales, high customers�� complaints, check products�� pricing, employees�� compliance with company��s policy and when products assortment are no longer unique. It has the following benefits:

�6�1    Cost-effective method of monitoring customers service standards.
�6�1    An efficient way of identifying staff in need of training.
�6�1    A regular summary of strengths and weaknesses.
�6�1    An effective deterrent against dishonesty, poor service or bad practice.
�6�1    A way of identifying retail outlets which are under-performing.
�6�1    Improves customer retention.
�6�1    Monitors and measures service performance.
�6�1    Keep employees informed of the importance of serving customers well.
�6�1    Monitors conditions of the facilities in the outlet.