Mystery shoppers perform specific tasks such as purchasing a product, inquiring about the product or services, registering complaints and then providing detailed reports or feedback about their shopping experiences.

Secret shoppers are often instructed to simply test the service skills of the employees. Some of the common points secret shoppers will be looking for include:

• How long it take before the secret shopper is greeted
• How was the secret shopper treated during their visit to the location
• Cleanliness of location and employees
• Quality and taste of meal served
• Selection of products/food and prices
• Speed and efficiency of service

After the visit, the secret shopper will then report their opinions about their shopping experience. This information is reviewed and analyzed by the business executives to find areas for improvement.