What Is Mystery Shopping?

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
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.
 customer service
 facility cleanliness and orderliness
 speed of service
 product quality
 employee product knowledge……
Does it violate the employee’s right to
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
2. A copy of the shop itself must be presented
to the employee
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