Mystery shopping is a study technique used to assess the quality of the service you offer.
Those conducting the survey act as clients and then fill in a detailed questionnaire, drawn up in advance to measure factors such as the availability of your staff, the after-sales service, the cleanliness of the premises, the telephone response time, etc ...
With this type of tool, you can collect information that is precise, objective and more detailed than that provided by a conventional satisfaction survey, for instance. The results will pinpoint your weak and strong points. You can then apply corrective measures to improve satisfaction among your real clients, this time.