Mystery Shopping Resources

We've grouped together all the information our site contains on mystery shopping to help you quickly and easily find related articles, companies, events, jobs, associations, glossary definitions and more.

Recent Articles

Below are the 5 most recent articles on this topic. These articles were published within the last three years and are only available to registered subscribers.

How marketing research can help the restaurant industry get through the recession: Three researchers specializing in the restaurant field offer their thoughts on how food purveyors can use research to keep customers coming through their doors. Their advice: focus on value, appeal to consumers' emotions and make sure your staff is upholding your brand's promise. Mystery shopping can help with the latter effort, while other forms of research can help determine how target market segments define value and how to trigger emotional responses to dining out.
Mystery shopping program guides improvement of customer communication for business-to-business firm: After expanding its network of test labs, Stork Materials Technology turned to mystery shopping to make sure the newly-added outlets were maintaining the service levels the company is known for. The shoppers contacted the labs via telephone and e-mail with customer service-related questions and measured each lab's level of responsiveness.
In Case You Missed It... January 2009: News and notes on marketing and research: mystery shopping churches; tech-savvy families; Reckitt Benckiser
Mystery shopping for the food-service industry: Data from an ongoing mystery shopping program offers all aspects of the restaurant industry, from franchisors/area developers to local or national chains, information and insights to support the work of operations, marketing, customer satisfaction and policy compliance.
Is ethnography worth the higher cost?: Using several examples of insights gained from ethnography, the author argues that spending the time and money to do true ethnography pays off in the end with richer insights.

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There are 47 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

The importance of a pretest in mystery shopping: Once approved to conduct a mystery shopping program, a client may wish to do so immediately. While it would be easy to throw the program out to the field, doing so would not be in anyone’s best interest. This article discusses pretests, including their importance and how to conduct them.
Extending excellence: Bose Corporation uses mystery shopping conducted via telephone and in-person to monitor performance of salespeople.
Taking the mystery out of patient satisfaction: Done properly, a mystery patient program can help a practice identify what it’s doing right and which areas need improvement or could benefit from further staff training. This article discusses using mystery shopping to research patient satisfaction.
Growing indoors: To determine the marketing potential of an indoor planter product, researchers applied a variety of research methods: a review secondary research, trade publications and sales materials; retail audits; in-store interviews; consumer and trade member interviews; and telephone interviews with retail buyers and distributors.
Using mystery shopping for discrimination and sales practices monitoring: As mystery shopping has evolved from its roots as an evaluator of retail conditions, companies have used the method for a variety of uses. This article discusses mystery shopping as a tool for monitoring discrimination in sales practices.

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Related Glossary Terms

Mystery shopping: The collection of information about service, cleanliness, knowledge etc. from retail outlets or other service providers by people posing as ordinary customers or members of the public.

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Related Associations

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Related Events

ESOMAR ANNUAL CONGRESS: September 15-18, 2009; ESOMAR will hold its annual congress on September 15-18 in Montreux, Switzerland. For more information visit www.esomar.org.
QRCA ANNUAL CONFERENCE: October 7-9, 2009; The QRCA will hold its annual conference, themed "Communicate, Rejuvenate, Celebrate," on October 7-9 at Desert Resorts in Palm Springs, Calif. For more information visit www.qrca.org.

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