Mystery Shopping

Feedback system and customer service can be tested for example by so-called mystery shopping. For instance an investigator observes service situation within an organisation or sends feedback and monitors processing of it. These so-called "anonymous customers" observe not only the quality of the service but also make observations of the process.

An organisation itself orders the assessment of an investigator. The employees of an organisation under estimation do not know about the timing of the assessment beforehand. The study can be used to develop the operation and the processes of the organisation.