I’ve just completed a mystery shop for two sites of a national museum, and this is their initial response:

“Thanks for the reports – they’re brilliant and we’re delighted with your feedback.”

Mystery shopping can really add value, since a perceptive independent view can see, identify and raise ‘moments of truth’ that may not be obvious to those providing the service.  If you’d like a high quality and balanced mystery shop of any of your services or sites, please ask me to quote….