Continuous Improvement and Planning Team
EXSITE! Mystery shopping
Here someone, often a paid external researcher, poses as a stakeholder to evaluate directly the quality of the service delivered, using a rating form. This method is often used to evaluate the service provided by individual service providers as well as the service in general, and that aspect is a source of both strength and weakness in this method.
Other disadvantages of mystery shopping (often termed random experience) are that they tend to be costly and they can be biased or provide (inconsistent information, due to human factors.
Adapted from 2004 Monash University ABN 12 377 614 012 Last updated: 23 May 2005 – Maintained by firstname.lastname@example.org
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