What is Mystery Shopper in Retail? Explained

A Mystery Shopper is an individual hired to anonymously evaluate and assess the quality of service, customer experience, and adherence to company standards at a retail location. These individuals, also known as secret shoppers, pose as regular customers and interact with staff, make purchases, or perform specific tasks while observing and documenting their experience. Mystery shopping provides valuable insights for retailers to identify areas for improvement, monitor employee performance, and ensure that the customer experience aligns with the company's standards and values. The feedback gathered from mystery shoppers contributes to enhancing overall service quality and customer satisfaction.