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When is mystery shopping appropriate?

Mystery shopping is usually used for the following purposes:

  • Ascertaining the level of service and developing internal quality of service standards (QoS)
  • Implementing QoS
  • QoS control
  • Monitoring competitors and performing benchmarking
  • Monitoring the use of motivational programs
  • Monitoring that all departments (offices, sales locations) use the same operations parameters
  • Preventing fraud
  • Evaluating dealers’ and distributors’ contribution to promoting your products; uncovering violations of dealer agreements
  • Monitoring adherence to quality standards by employees in departments not directly involved in sales
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