Definition
Programs that help nonprofit organizations, small businesses and other groups develop an evaluation process which involves having volunteer interviewers pose as clients or customers and rate pre-identified services using a structured rating form which can be paper or online. Secret shoppers connect with the organization in-person, by telephone or online. Secret shopper studies are generally used as part of the process of reviewing and assessing employee and manager behavior, service delivery procedures, and quality of products; and results may be used to make key improvements in customer relations, service delivery, product reliability and relevance, and/or organizational efficiency and effectiveness.
URL Name
TP-6500-1900-800
Third Level Code
TP-6500
Taxonomy Code
TP-6500.1900-800
Parent Code
TP-6500.1900
Family Code
T
Second Level Code
TP
Fifth Level Code
TP-6500-1900-800
Fourth Level Code
TP-6500-1900
Use References
Mystery Shopper Study Development
Publication Status
Online