Today more than ever, companies want to excel in the quality of service they offer their customers, because great service means happy and loyal customers.

One way to measure the service a company can offer is through the voice of a 'Mystery Shopper', who can provide an organisation with vital 'first hand' information about what is actually happening from a customer's perspective.

What is a Mystery Shopper?

Mystery Shopper is a term used to describe covert assessors, who posing as a customer, experience and objectively report on the service of a company or establishment. The key is not to criticise from a personal level, but to produce factual reports that will be of benefit to any organisation that wants to improve its service.

Mystery Shopping is not a full time profession. You can do as much or as little as you want to; you should fit mystery shops around your daily routine. However, you have the potential to earn up to £2k a month.

At TNS our panel carries out two types of assessment:

  • Mystery Shops - Shoppers pose as genuine customers, reflecting a scenario or niche customer need, to covertly assess the typical customer experience.
  • Announced Audits - Shoppers openly announce their presence in stores/outlets to assess compliance of store design, product displays, POS presence etc., against brand merchandising guidelines. 

To learn more about the role of a Mystery Shopper download our summary.