The document from realitybasedgroup outlines the key elements of using secret shoppers to measure and improve customer experience across industries. It presents mystery shopping as a structured method for collecting objective data on real customer interactions. The approach focuses on identifying service gaps, employee behavior, and operational consistency. By implementing these findi... https://www.realitybasedgroup.com/wp-content/uploads/2016/07/MysteryShoppingQuickStartEbook.pdf