The secret shopping tool is used to collect information related to the performance of a specific service as received by the service recipient. This is done by trained people from outside the organization impersonating the service recipient and collecting notes on some matters related to the service, such as the accuracy of the information provided, the speed with which the service is provided, The quality of the service provided, the style of the people providing the service…etc.
The secret shopping process does not only take place through personal visits, but it can also be used for services provided over the phone or the Internet. The shopper records his views on a specific form that covers the most important key points, including, for example, the time it takes to receive your transaction, and the degree of interest received. The employees pay attention to the treatment, the quality of information provided to the recipients of the services, the warmth of the welcome to the recipients of the services, and the degree of knowledge of the service providing employees about the service they provide. Accordingly, the main goal of the secret shopping process is to obtain a true and accurate impression as much as possible about the feelings of the recipients of the services. Real people when getting a service.
It is worth noting that this tool is used by governments all over the world in order to closely examine the reality of providing services to citizens, which means that this tool is effective and civilized in institutional improvement and development.