Mystery Shopping is a process in which a person visits a retail store, restaurant, bank branch or any such location with the objective of measuring the quality of customer experience.Many companies define detailed processes and parameters to ensure that customers will have a good experience in their sales locations.

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Some examples are:

• How customers will be greeted
• What is the maximum acceptable waiting time
• What should be the temperature of the facility
• How many products should be on display

To ensure that these processes are followed, mystery shoppers are hired to conduct audits on the company locations.