A pollster who behaves like a “lambda“ customer among others.
A neutral observer placing himself under pre-defined conditions.
He works anonymously, in a real-life situation to check the quality of the reception and the relationship with customers.
He observes all the elements requested by the scenario of his visit, for example: the quality of the reception, the information given, the commercial dynamism, the service rendered, the cleanliness…
After his visit, the Mystery Shopper conveys his feelings and impressions by completing a “compliance grid” or “observation grid” pre-established according to the quality standards that the company wishes to measure.