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Misconceptions about customer satisfaction surveys and mystery shopping , and their differences, exist. Would you answer the following “yes” or “no”?
Are customer satisfaction surveys a substitute for mystery shopping? No.
Mystery shopping results reveal how well your employees meet company standards in measurable areas. Customer satisfaction surveys uncover customer opinions, or the “voice of the customer”, regarding impressions of employees, products and services, and locations. Companies can use satisfaction survey data to revise mystery shopping standards as needed.