Reality Based Group outlines a measurable system to improve customer experience with secret shoppers by focusing on recorded feedback, operational alignment, and defined performance standards. According to the company’s Quick Start Ebook, mystery shopping results are used to evaluate service delivery, identify inconsistencies, and inform training strategies. Scorecard-based assessment... https://www.realitybasedgroup.com/wp-content/uploads/2016/07/MysteryShoppingQuickStartEbook.pdf