Mystery shopping is a tool used by RBI to measure quality of retail service or gather specific information about products and services. Mystery Shopping should be performed by a person, so called Mystery Shopper, who is unknown to the establishment, the shopper is evaluating. Mystery shoppers perform specific tasks - such as purchasing a product, asking questions, registering complaints or behaving in a certain manner - and then provide detailed reports or feedback about their experiences.
Tools used for mystery shopping assessments range from simple questionnaires to complete audio and video recordings. Mystery shopping can be used in any service industry, with the most common venues being retail stores, hotels, restaurants, fast food chains, banks, filling stations.