RPG Research Catalog

Mystery Shopping

We like to say that there are two types of mystery shopping studies: those that are done to catch employees behaving badly and those that are done to evaluate training and procedures. The former we do not recommend, since they can be a tremendous problem for morale and offer an unrealistic assessment of an employee’s worth. But the latter we do recommend, since mystery shopping can often reveal gaps between what is supposed to be occurring on the front lines and what is actually occurring.

We provide custom mystery shopping studies, which look at the service experience from multiple angles and draw conclusions from a series of shops rather than a single encounter. Our mystery shopping services are a great way to get a solid reading on front line behavior, and they’re also an excellent augmentation to an existing mystery shopping study.

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