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Course code:
Organizational Excellence
Front Line/Supervisory


Course Title: Mystery Shopping  

Course Description 


The quality of Customer Service is becoming more and more of an instrumental measure to gauge the success of any organization vis a vis of its stakeholders. It is vital to ensure that all the stakeholders are very happy with the organization to become loyal advocates of the said organization.

Mystery Shopping has lately emerged as a wonderful method to conduct customer satisfaction research in various organisations.

Mystery Shopping is the practice of using trained ‘shoppers’ to anonymously evaluate customer service, operations, employee’s integrity and assess the quality of service delivered in the public service.




Course Objectives  


The objectives of the course are to enable participants to:

  • Understand what Mystery Shopping is…and is NOT;
  • Understand why use Mystery Shopping;
  • Understand what are the Benefits of a Mystery Shopping Program;
  • Learn about the history of Mystery Shopping;
  • Understand how is Mystery Shopping done ;
  • Learn techniques to be a Mystery Shopper;
  • Understand the importance of confidentiality;
  • Write Reports.




Learning Outcomes


By the end of this course, participants will be able to:

  • Understand what Mystery Shopping is and is not;
  • Understand what it takes to be a Mystery Shopper;
  • The Do’s and Don’ts of a Mystery Shopper;
  • Write Reports and conduct analysis;
  • Understand the benefits of mystery shopping in the delivery of outstanding customer service in the public sector.




           2 days



    Hours To Be Earned

           12 Hours







           Rs 4000