Mystery shopping is often used as a means of measuring quality of sales, customer care and the overall service provided by a business. Mystery shopping is an excellent exercise for client-focused businesses. This exercise evaluates the staff’s work performance and customer service in a critical and unbiased way.
Mdina International with the assistance of its partners, Business Leaders Malta, predetermines a list of criteria on the basis of which the staff’s efforts at dealing with customers are evaluated. Mystery shoppers are recruited to the task, which requires them to act as an authentic customer.
Feedback is given to the company on performance, skills and overall experience. Actions to be taken can also be suggested.