Mystery shopping or mystery audit is basically a tool to measure the quality of service delivered by an organization and also to measure the degree of compliance by an organization to the standards set by the industry. It is an extremely interesting and critical tool to enhance customer experiences in the modern marketing scenario and also to pursue customer satisfaction in an objective manner.

 Mystery shopping does not emanate from vigilance – preventive or otherwise.  The ideals of mystery shopping are totally different and they are determined from the perspective of customer service, compliance with self-imposed values and standards and also the directives of the regulator.

 Mystery shopping does not start and end with conducting surprise checks alone. Conducting customer satisfaction surveys in a formal, structured way will fall outside the ambit of mystery shopping.

 Mystery shopping is not carried out by visits of the higher officials, as they may not produce the intended results.  ‘Incognito visits’ by anyone who knows the operational area of banking will help mystery shopping.  We may even plant a customer of the bank, but less known to frontline staff, to test the waters.  But, such visits shall not be equated with ‘sting operation’.  So, adequate caution must be exercised in this respect.

 Mystery shopping is not intended to instill fear in the minds of bank personnel, but it is aimed at promoting self confidence and introspection of all concerned.  So, the outcome of mystery shopping is not to be used to punish the recalcitrant and unhelpful staff inside the bank premises.   Rather, it is to be used to reform such staff by using organizational behaviour approach.

Mystery shopping is a reality check.  But, it is not an end in itself.

 Mystery shopping helps the management to drop obsolete banking products, add new ones and modify existing ones, suiting the customer needs, wants and expectations, in tune with changing times and emerging technology, without investing huge additional resources.

 Mystery shopping is not a fashion or fancy.  It is a process in which everyone must involve themselves voluntarily, so as to achieve the common goals and objectives. 

 Mystery shopping therefore requires positive attitude, collaborative behavior and an environment that is free from conflict of egos

Comment by ABS : Mystery Shopping has been become popular now a days.  Readers may contribute their additional knowledge by sharing the same through comments below.