What Is Mystery Shopping?

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圖資三 B96106007廖元敏
圖資三 B96106022徐宜安
圖資三 B96106041周式萱
What is mystery shopping?
 Why use mystery shopping?
 What items are evaluated?
 Film
 Controversies
 Mystery shopping laws



Secret Shopping
The practice of using trained shoppers to
anonymously evaluate customer service,
operations, employee integrity,
merchandising, and product quality
(MSPA)

Evaluate your own service

Evaluate a competitor’s service

To know how your customers perceive
your products and services compared to
that of your competitors.
greeting
 customer service
 facility cleanliness and orderliness
 speed of service
 product quality
 employee product knowledge……

http://www.youtube.com/watch?v=xOtzhxfM8dk


Does it violate the employee’s right to
privacy?
Does it run afoul of employment law?

For Recording Telephone Mystery Shops
(vary by states)
1. “no consent required”
2. “one-party consent required”
3. “dual-party consent required”
4. use the state requirements of the more
restrictive statutes and laws.

For All Mystery Shops Performed in the
State of California
1. Mystery shop results cannot be used as the
sole source for disciplining shopped
employees
2. A copy of the shop itself must be presented
to the employee
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