The shopper browses products
Buys a pack of soap
Leaves the store
Returns, saying they bought the wrong brand and want to exchange it
Research Service
Mystery Shopping
See what your customers see. Trained shoppers measure service quality and compliance at your stores, branches and counters.
- Anonymous visits
- Service and compliance checks
- Detailed reports
Store audit checklistSample
Greeted on arrival
Staff in uniform
Product explained clearly
Return handled politely
Correct process followed
Thanked on leaving
Visit score0/100
Report ready
Unannouncedreal customer visits
Overview
What is mystery shopping?
Mystery shopping is a tool used by market research companies, watchdog organisations, or businesses themselves to measure the quality of service or compliance with rules, or to gather specific information about products and services. The business being assessed usually does not know who the mystery shopper is.
Mystery shoppers carry out specific tasks, such as buying a product, asking questions, registering a complaint or behaving in a certain way, and then give detailed reports or feedback about their experience.
Mystery Shopping
What you can check
The questionnaire covers whatever you and our team agree to examine.
01
Greeting and courtesy
How customers are welcomed and treated.
02
Product knowledge
Whether staff can explain products and offers.
03
Process compliance
Whether staff follow the system you have set up.
04
Returns and complaints
How staff handle a customer with a problem.
05
Presentation
Uniforms, grooming and conduct.
06
Store condition
Cleanliness, displays and stock.
Good to Know
How mystery shopping works: an example
Say you want to know how your staff deal with a customer returning an item bought by mistake. You may have a system for this, but are staff following it?
Throughout, the shopper notes how front-line staff respond: what they say, how they say it, and whether they wear their uniform. These are all things you have asked the agency to check.
How It Works
From visit to report
How a mystery shopping project turns visits into clear answers.
1
Agree the scenario
Choose the situation and what to check.
2
Build the questionnaire
Decided together with you, covering every point.
3
Shopper visits
The shopper carries out the scenario.
4
Quality checks
Completed questionnaires are checked for quality and consistency.
5
Analysis and report
Findings presented so you see the answer clearly and quickly.
Do your staff follow the process when no one is watching? Mystery shopping tells you.
Pannel Plus Market Research CompanyFAQ
Mystery Shopping: common questions
Quick answers about how this service works.
Still have a question?
Call our helpline for domestic and international enquiries.
+91 70101 03481 WhatsApp Us
+91 70101 03481 WhatsApp Us
No. The mystery shopper's identity and purpose are generally not known to the business being assessed.
Anything agreed in the questionnaire, such as greeting, product knowledge, how complaints and returns are handled, uniforms and store condition.
A report built from the completed questionnaires, checked for quality and consistency, that answers your questions clearly and quickly.
Get a Quote
Plan your mystery shopping project
Tell us what you need to find out. We will suggest the right approach and send a clear quote.