The Mystico

Understand the process of Mystery Audit

If you’re hearing the term mystery audit/shopping for the first time, you might imagine a mysterious figure running around the aisles of a department store hunting for a clue to some major crime.

That’s not what mystery audit/shopping actually refers to, despite the intriguing concept. The art of mystery audit is to evaluate customer service in a professional manner. It’s an external market research tool that organisations employ to assess service quality, comply with regulations, or gather particular information about their products and services.

So, to conduct mystery audits companies hire trained individuals who would imitate normal consumer behaviour to see if the practices that are crucial to a brand or company are consistent. These people are known as the mystery auditors. A mystery auditor’s job is to collect information on specific topics and give their feedback to the organization or business owner that commissioned the mystery audit. The specific aspects to be measured will be as per the client’s choice. For example, employee service or the overall cleanliness of the store etc.

The main purpose of a mystery audit is to consult the company about what they’re doing right and what requires improvement. As well as help them get a better understanding of the client experience.

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