Mystery Client is a survey of service quality, especially human behavior without revealing the true identity of the interviewer. He pretends to be a real customer. It is one of the mystery investigation methods.
Mystery client in practice: Investigation by mystery client is mostly in the form of a personal visit, but it can also happen through telephone contact or communication via e-mail. Its aim is to obtain a real picture of dealing with customers in multiple levels, such as behavior, helpfulness, willingness, means of communication, credibility, but also expertise and other characteristics of the place where the customer is located - for example the opening hours, queue length, equipment of the offices or corridors, wheelchair access, etc. That is all what a real customer perceives. The investigation is based on processed practices that reduce the risk of subjective description of the situation. In practice, the mystery client complements by the various forms of the survey.
According the results of this investigation it can be carried out specific measures for improving client approach and reducing customer dissatisfaction.
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