What are Mystery Shopper Programs?

On-line mystery shopper programs demand their secret customers have a good understanding of how websites work and what might be wrong when problems arise.

Mystery shopping programs demand close partnerships with the client companies along with airtight non-disclosure agreements. It is a very specialized area because each client company and every consumer differs in their requirements.

There are several documented benefits to instituting such a program when a business runs an e-commerce site.

  • Mystery shoppers can bring ideas and solutions to problems they find on the site.
  • Secret customers provide details of the entire on-line shopping experience.
  • Mystery shoppers may be less biased than regular customers.
  • Businesses may request on-line secret shoppers visit the site at certain times or days, to evaluate the site under many different conditions.
  • The mystery shopping program gives businesses additional information about how search engines are indexing the website in search results.

On-line Shopper Program

This information gives businesses a very real edge in the competitive market of e-commerce. Online mystery shoppers evaluate the appearance, layout, content, links and ease of use on an e-commerce site.

They also provide information about real-time responses and functionality including shopping cart and checkout procedures. Feedback to client companies via mystery shopping companies is prompt, allowing the client business to respond to and resolve issues quickly.

Broken links, slow load times, difficult checkout, and problematic payment systems can result in abandoned shopping carts, lost customers and decreased sales. A solid web based secret shopper evaluation program should be a key part of any internet business continuous quality improvement program.

Mystery shopping services, whether on-line or in traditional stores, are not a replacement for standard customer satisfaction measures. They also do not replace measurements of consumer expectations.

Knowing what customers like and want is important but it is not enough. Companies need to know how well their beliefs about customer experiences match with actual experiences. The only way to do this is to engage a reputable mystery shopper service. Businesses that use this feedback to address problems retain customers, build loyalty and protect their bottom lines.

Mystery Shopping Presentation

Here is the Mystery Shopper video

We are pleased that the Northamptonshire Business Directory is showing another of our videos for the local Directory Listings. Most business owners depend on web design agencies to create and maintain their website, but who checks the web design or marketing company?

Mystery Shopper is the best choice. We work together with other companies to provide all the support you may require. More information is available in our questions and answers section


For more details on the Mystery Shopping program, please see the “Contact Details” above.

The Mystery Shoppers Professional Association (MSPA) members are dedicated to upholding professional standards and ethics for their industry.

Reputable traditional mystery shopping services should be affiliated with the MSPA as well as with the Better Business Bureau. There is a need to include On-line Mystery Shoppers as well.