Mystery shopper reports and analyses

A mystery shopper or mystery consumer is a tool used externally by organizations or internally by establishments to gather information about the quality of their service. The mystery shopper's identity and purpose is generally not known by the establishment who is being evaluated. The main focus of the mystery shopper or consumer is to focus on specific service issues by observing their surroundings, interacting with staff and by asking questions in an unobserved manner. After the event, they then compile a report noting their observations and making recommendations.