What is meant by secret shopping is the impersonation of a shopper or buyer, and visiting a branch of a company, or its stores and trademarks, in order to survey the level of performance of employees, and the satisfaction of customers and customers, for the services provided by the branch.
This is done without revealing his true identity. After the visit, he fills out a form or questionnaire to measure the level of performance, in an objective and neutral manner.
The mystery shopper does not need to buy a product, or pay money for the service or advice that he gets. Rather, the goal is to know the way employees treat customers, in normal cases, without cost, as the following questions are often answered:
How would you rate the welcome and reception of employees to clients and customers?
Are you satisfied with the service provided?
Did you get enough explanation about it?
How long did it take to clear the transaction or get the service?