Mystery shoppers engage in visits to retail or service establishments to assess various operational aspects, including customer service quality, employee interactions, and overall cleanliness. They may also evaluate the effectiveness of online customer service.

These shoppers are often tasked with specific activities at the site, such as returning merchandise or making purchases, and they may adhere to particular shopping guidelines provided by their employers. After their visits, mystery shoppers fill out questionnaires or evaluate their experiences to deliver constructive feedback, which businesses can utilize to pinpoint areas needing enhancement.

This input is crucial for improving customer satisfaction and driving business success.

Finally, mystery shoppers compile their observations and feedback into a report, which is then submitted to third-party organizations for further analysis.