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If you've ever wondered how companies evaluate the quality of their services and the satisfaction of their customers, you've probably heard of "mystery shoppers." This intriguing term refers to individuals who play a vital role in the business world by providing valuable insights into the customer experience. In this blog post, we will explore in depth who mystery shoppers are, what their role is, and why they are an essential part of the success of many companies.

What is a Mystery Shopper?

A mystery shopper is a qualified person hired by a company to act as a regular customer in its establishments, evaluate the products or services offered and provide detailed feedback about their experience. This anonymous evaluation process is essential to understanding how a company is perceived from the customer's perspective and allows organizations to identify areas for improvement in their customer service and the quality of their products or services.

Mystery Shopper Features

Companies or consultancies that offer the mystery shopping service through personnel not qualified as private detectives may only obtain and provide information as a result of a quality control and management questionnaire, but in no case may they infiltrate the company or make any type of audiovisual recording, since they lack the legal accreditation issued by the Ministry of the Interior to carry out this type of investigation.

Private detectives are the only professionals authorized to investigate the behavior of a company's workers and provide evidentiary material with audiovisual recordings and, of course, proceed, if necessary, to ratify them in court.

Mystery shoppers perform a number of key functions including:

  1. Evaluate Customer Service: Mystery shoppers observe and rate customer service, including friendliness, willingness to help, and employees' ability to solve problems.

  2. Evaluate the Quality of Products or Services: Mystery shoppers test the products or services offered by the company and evaluate their quality, presentation and compliance with expectations.

  3. Evaluate Cleanliness and Presentation: Mystery shoppers examine the cleanliness and presentation of the facility, which may include store organization, hygiene, and the effectiveness of signage.

  4. Collect Objective Data: Mystery shoppers collect objective data, such as wait times, prices and other measurable indicators that help the company quantify its performance.

  5. Report on the Overall Customer Experience: In addition to the specifics mentioned above, mystery shoppers provide an overview of your customer experience, including any details they consider relevant.

Importance of Mystery Shoppers

Mystery shoppers play a crucial role in the success of companies for several reasons:

  • Improving Service Quality: Detailed feedback from mystery shoppers allows companies to identify areas for improvement in customer service and take action to meet their customers' needs.

  • Quality Control: Mystery shoppers help ensure that employees follow company quality and service standards.

  • Competitive Evaluation: Mystery shopper evaluations are often used to compare company performance with that of the competition.

  • Make Informed Decisions: Based on reports from mystery shoppers, companies can make informed decisions about how to improve their business and keep customers satisfied.


In short, mystery shoppers are qualified individuals, like private detectives, in the customer service industry, playing an essential role in providing an unbiased and critical perspective on the customer experience. Their evaluation and feedback work contributes to raising the quality of products and services, thus improving customer satisfaction and company success. The next time you are in a store, restaurant, or any other establishment, there may be a mystery shopper watching carefully to make sure your experience is exceptional.

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