Mystery shopping involves having individuals pose as customers to evaluate customer service and experience. It is used by companies to check on aspects like delivery, after-sales service, and in-store experience. Mystery shopping provides an outside perspective on quality to help brands better serve customers and increase customer satisfaction, loyalty, and repeat purchases. Ethical standards require informing staff they may be evaluated and protecting individuals' privacy, with data stored or destroyed securely. Surveys should resemble real customer scenarios and focus on factual questions while allowing notes.