| The main goal of any private sector business is to | | | | There are market research companies who |
| enhance profitability by increasing efficiency and | | | | employ these shoppers who are then hired by |
| service. Be it an automobile industry, a service | | | | organizations to do their detective work. The |
| industry or a retail ownership they are constantly | | | | information they gather is carefully collated and |
| in search of new ways and means to increase | | | | documented for the benefit of the company. |
| their profit margins. That is after all why they | | | | What Do They Gain? |
| have selected this domain in the first place. Later | | | | Many companies undertake this exercise to get a |
| on, they receive the additional benefits of having | | | | clear idea of how their outlets function. They try |
| their own establishment - fame, popularity and | | | | to evaluate the level of customer care, the |
| eventually customer loyalty. Once they own these | | | | availability of the desired products, the |
| things they have managed to achieve every step | | | | environment in the outlet or how clean is the |
| of a successful entrepreneurship. How a company | | | | facility, behavior of employees towards different |
| in this domain performs ultimately forms the basis | | | | types of consumers and how they react to |
| for future trends. | | | | customer complaints. The main goal of private |
| A private sector company may undertake many | | | | sector organizations is to achieve customer |
| ways to find out if their service and performance | | | | satisfaction so that they in turn profit from it. |
| is being appreciated by the general public. If they | | | | They need to investigate certain aspects of their |
| find something is lacking then they indulge in | | | | business to achieve that. |
| methods to explore what those are. Secret | | | | Who Does It? |
| shopping expeditions are conducted to assess the | | | | A mystery shopper can be anyone with the |
| overall functioning of any unit, especially if it is | | | | appropriate training and sometimes a private |
| constantly in contact with customers. Only with | | | | investigator license (as recommended in some |
| increased customer satisfaction can a company | | | | states). They can be hired through the internet |
| ever think of gaining success. | | | | and given specific assignments on completion of |
| What Exactly Is This? | | | | which they receive their payment. They might |
| Mystery shoppers are the ones who function as | | | | also be reimbursed for their expenses. They can |
| the main protagonists in this mini-drama. They go | | | | provide constructive information if they are |
| on a mission involving shopping to the service | | | | properly trained and can be perceived as value |
| outlet which needs to be assessed. They carry | | | | for money. The private sector which thrives on |
| with them questionnaires, a list of other specific | | | | the satisfaction of their end users can gain a lot |
| orders and even audio and video appliances to | | | | using the services of these experts. |
| record their experiences. This is recorded and | | | | They can help the private domain enhance their |
| then documented so that the private sector, | | | | service and find the obstacles in the way of |
| which had requested this mission in the first place, | | | | performance measurement to provide customer |
| may have a genuine idea of what goes on in that | | | | focused services. The results can be simple and |
| part of their organization. | | | | surprising. |