Every company has its standards. Mystery Shopping lets us check on these standards and whether they are delivered by the staff on a daily basis to the customer. It’s really important that customer service is delivered to the level that is expected of the brand.
This is because a brand is associate with the customer service given. If one customer were to have a bad experience, it would reflect badly on the brand as a whole. If you’re thinking that one bad experience would not be the end of the world, that may be right. However, if left unchecked it could be the end of the brand. Mystery Shopping allows us to check on these situations and help the staff to improve on the service delivered.
Although, Mystery Shopping is not limited to Customer Service only. There are other ways of using Mystery Shopping. For example, to check on product acceptance in a specific market. Though, this would be extremely esoteric.