The traditional studies on consumers tell us why consumers adopt certain behaviours, however this information is limited to what they remember, their personal impressions, their willingness to be honest…

In a Mystery Client study the answers tell us what really happened [when and where] during the client's experience. The Mystery Client is a methodology that has been used in the United States for at least 70 years and which consists of using unidentified valuators. In practice, they are normal clients who undergo a process of recruitment, selection and training, in order to be able to assess a particular service, according to previously defined parameters.

The main advantage of the method is anonymity during the collection of information. The Mystery Client records the answer in the same way that it would be done by a normal client. This methodology could (and should) be used together with satisfaction studies, in order to obtain a more in-depth diagnosis of the clients' real experience.

In ethical terms, it should be noted that this methodology should guarantee that individual privacy is respected and that the individuals subject to the study are not in any manner harmed by it. Furthermore, this technique should not be used for purposes other than that of the study itself, such as the individual assessment of the performance of a certain employee for possible disciplinary action.

 

 

  

 

 

 

 

 

 

 

 

  

 

 

How it works: