The mystery shopping is the use of clients 'professionals' in disguise (called Mystery Shopper, Mystery Guest, Mystery Client, Mystery Caller, etc ...) which, after appropriate training, detailed assessments of the quality of processes and detailed - defined ad hoc in agreement with the client - through which the service is delivered to end customers and, on the basis of this, they produce an analytical report.The evaluation phase of the mystery shopping may be international in so many ways: in person through visits, letters or email, internet, telephone interviews, etc, there are no standards defined strictly as the concept of quality can be developed in infinite ways.
The Mystery Shopper is a good objective, honest, accurate, flexible and reliable, organized and very knowledgeable of the new digital audio and video, knowledgeable in computer and access to broadband internet. Also knows himself very well, knows how to express feelings and points of view, has ease of communication and writing. He is a keen observer, has a good memory, follow instructions and respect the deadlines, and generally appreciate the quality service and want to contribute to their improvement.
In short, a regular customer with ability to observe carefully and report accurately details all aspects of the survey.
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