Mystery shopping is a popular research method used to gather feedback from an audience. It’s common for mystery shopping to be conducted in-person, but can also be conducted via phone or by making online inquiries. Mystery shopping is not solely used for retail research, as it is commonly known for. During a mystery shop, a Read more

Background: A local credit union in Upstate NY partnered with Research & Marketing Strategies, Inc. (RMS) to better understand the customer experience at all of its branch locations. The credit union wanted to use mystery shopping services to learn unbiased perceptions regarding services. Specific objectives of the market research were to evaluate the customer experience based Read more