Sue Madeley, Director Financial Services Research and Angie Cowdery, Head of Operations, Maritz Research offer their insight into the complexities of mystery shopping. But while mystery shopping is appropriate and is of benefit for Financial Services companies, it also has limitations of use that specifiers must be aware of.
Most companies who are intent on improving standards of customer service have used mystery shopping as a form of measurement and evaluation at one time or another. But what is it and how is it conducted?