Mystery Shopping is a technique aimed at evaluating the alignment between the quality standards of a surveyed location and the pre-established norms set by the parent company. Each business has its own quality guidelines to maintain brand equity and consistency across all touchpoints.

The observer, known as the ‘mystery shopper,’ acts as a regular customer while assessing service quality, ensuring compliance with the brand’s style, quality, and pricing standards.

SITA Ricerca’s approach to Mystery Shopping prioritizes real consumers, appropriately trained, over professional auditors to ensure authentic and unbiased insights.

Mystery Shopping: A qualitative and quantitative methodology that integrates mystery shopper feedback to deliver actionable insights.

  • Precisely assess the level of service quality provided by retail touchpoints.

  • Verify whether service quality in retail outlets meets the company’s predefined standards and identify areas for improvement.