Mystery Shopping Process

Customer Journey Process

The “CUSTOMER JOURNEY PROCESS” (shown below) is often used to illustrate the mystery shopping process. It shows all areas which will influence the customers decision to go for the product/ service. As there are many areas where the client and customer can make their decision, it also means there are as many ways of performing the investigation.

This process can be applied in all areas where measuring and improvement of product/ service is needed. This means in public and private sectors.