secret shoppers
Disguised retail assessors
Secret shoppers are people hired to pose as ordinary customers and evaluate a business's service, cleanliness, or compliance with company standards.
They visit stores, restaurants, or other establishments, then report their findings to management or a research firm.
Also called mystery shoppers.
The chain uses secret shoppers to make sure employees follow the greeting script.
With identity concealed
- anonymousOf unknown origin
- covertIntentionally concealed
- unrecognizedNot identified or acknowledged
- disguisedConcealed true identity
blending in · undetected · posing · role-playing · cover story · inconspicuous · plain clothes · assumed identity
Formal evaluation of worth
- criteriaStandards for judgment
- performanceCarrying out a task
- ratingAssigned evaluative score
- benchmarkingMeasuring against top performers
standards · appraisal · review · quality control · compliance · scoring · checklist · report
Retail establishment
- mallEnclosed shopping center
- boutiqueSmall specialized retail shop
- checkoutPayment completion process
- merchandiseCommercial products offered
aisle · fitting room · customer service · point of sale · restaurant · bank · hotel · dealership
Patron's overall service impression
- satisfactionState of fulfilled desires
- service qualityHow well customers are treated
- product knowledgeUnderstanding of goods sold
- cleanlinessAbsence of dirt
wait time · greeting · upselling · atmosphere · queue management · return policy · recommendation · follow-up
Analyzing buyer preferences systematically
- consultingGiving expert advice professionally
- competitive analysisSystematic study of market opponents
- corporate espionageTheft of proprietary business information
- independent contractorSelf-employed person hired temporarily
incognito
With identity concealed
- anonymousOf unknown origin
- covertIntentionally concealed
- unrecognizedNot identified or acknowledged
disguised · blending in · undetected · posing · role-playing · cover story · inconspicuous · plain clothes · assumed identity
assessment
Formal evaluation of worth
- criteriaStandards for judgment
- performanceCarrying out a task
- ratingAssigned evaluative score
benchmarking · standards · appraisal · review · quality control · compliance · scoring · checklist · report · audit
store
Retail establishment
merchandise · aisle · fitting room · customer service · point of sale · restaurant · bank · hotel · dealership · call center
customer experience
Patron's overall service impression
- satisfactionState of fulfilled desires
- service qualityHow well customers are treated
- product knowledgeUnderstanding of goods sold
wait time · cleanliness · greeting · upselling · atmosphere · queue management · return policy · recommendation · follow-up
market research
Analyzing buyer preferences systematically
- consultingGiving expert advice professionally
- competitive analysisSystematic study of market opponents
- corporate espionageTheft of proprietary business information
independent contractor · field agent · assignment · reimbursement
secret shoppersregular customers
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