Mystery shopping is a tool used by market research companies to measure quality of retail service. These companies send mystery shoppers to 'act' as shoppers in return for some combination of cash, store credit, purchase discounts, or reimbursement for the goods or services purchased. Instructions to mystery shoppers can include a script of behavior, questions to ask, complaints to give, purchases to make, and measures to record, such as time it takes to receive attention from an employee or receive a service, or the responses given to questions
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