Mystery Shopping Customer Satisfaction Surveys are conducted in three Stages:

1. Designing the Survey

• Identification of specific needs - parameters in which the customer is interested
• Development and configuration of the questionnaire, which includes all required data, always under guidance and with the approval of our client
• Validation of the questionnaire itself through running a representative number of pilot "mystery visits”

Example from the automobile industry: 

The main parameters to be evaluated - address issues such as customer service processes, behavior and product knowledge of the salesperson. Indicatively, researchers may evaluate, (depending on the client's priorities), the salesperson’s handling of potential customer concerns,  his/her willingness and motivation to close the sale, and the salesperson’s comprehensive final offer to the prospect customer. This offer should  include a financing  plan, trade-in offer for the customer's own car, a proposal to the prospect customer for a test-drive, but also the salesperson's initiative and effort to gain the prospective customer’s consent for a specifically agreed  follow up action.

At the end of each field visit, the researcher grades on a scale his/her overall satisfaction from the salesperson, as well as his/her intention to buy the car from the specific salesperson.