Articles

Mystery shopping, secret shopping, mystery visits, mystery guests, there are various terms for evaluating customer experience by consumers. This research method is essentially straightforward: a mystery shopper visits a store, goes through the customer journey, and shares the experience via a questionnaire. In this article, we delve into the origins of mystery shopping research, explain the different methods of measuring customer experience, and discuss the approach of Secret View.

Knowing how to deal with receiving feedback is an art. Feedback is often taken the wrong way, with people reacting defensively or not listening at all. Which is a shame, because constructive criticism enables you to learn and grow as a person and as an organization. That applies to feedback from mystery shopping research too. We’ll give you 9 tips on how to use feedback from mystery shopping in learning and making the research a success with your team. 

In the world of retail, there are so many questions to answer. Nowadays, (almost) everything is measurable, including customer experience. However, measuring experiences remains a challenge. There are many different research methods, each with their own advantages and disadvantages. With all these types of research and different KPIs, it can be difficult to keep track of what’s suitable for you. That's why we have listed the most important types of customer experience research, including their purpose and when to apply them.

In the world of retail and hospitality, mystery shopping is a well-known practice. It has been used for a long time, but why do retailers and hospitality businesses choose to use mystery shoppers? There can be multiple reasons for using mystery guests, as it can provide valuable feedback quickly for the entire organization, from shop floor to CEO, when used effectively.