What are Secret Shoppers?
The term “secret shopper” is a euphemism for a spy in a commercial setting. This term refers to people who are planted in shops, restaurant, banks and other businesses to evaluate the performance of the staff of that particular business. These secret shoppers give reports based on their experience as customers. These reports are analyzed by businesses to implement changes that will help enhance a customer’s interaction with the business. Secret shoppers provide what is termed as “customer oriented research”. The only drawback is that their reports might implicate a staff member unfairly. Secret shoppers are trained professionals who engage front line employees in everyday customer service situations. The intention behind this tactic is to provide true, unbiased measurement of customer service and experience. Secret shoppers are employed by secret shopping agencies. As for any employment, secret shoppers too are trained. Their training is in the art of shopping with a motive. They are t
