What is the purpose of a 'mystery' shopper in the appraisal process?
A) A manager who pretends to be a customer to test the service process
B) An employee who pretends to be a customer to test the service process
C) An external person pretends to be a real customer to test the service process
D) None of the above

Question

Quizplus · Accepted Answer

A mystery shopper is an external person who pretends to be a real customer to test the service process. This helps managers and companies evaluate the performance of their employees and improve customer service strategies. A mystery shopper's feedback is valuable as it provides an unbiased and objective perspective on the customer experience. Option A is incorrect as a manager is not the one who pretends to be a customer. Option B is incorrect as an employee would not be objective in evaluating their own performance. Option D is incorrect as the purpose of a mystery shopper in the appraisal process is to evaluate customer service.

What Is the Purpose of a 'Mystery' Shopper in the Appraisal