{"id":162672,"date":"2026-06-10T16:56:16","date_gmt":"2026-06-10T16:56:16","guid":{"rendered":"https:\/\/digitionary.com\/dictionnaire\/pseudo-purchase-or-anonymous-purchase-or-mystery-purchase\/"},"modified":"2026-06-10T18:15:27","modified_gmt":"2026-06-10T18:15:27","slug":"pseudo-purchase-or-anonymous-purchase-or-mystery-purchase","status":"publish","type":"dictionnaire-dico","link":"https:\/\/digitionary.com\/en\/dictionnaire\/pseudo-purchase-or-anonymous-purchase-or-mystery-purchase\/","title":{"rendered":"Pseudo-purchase (or anonymous purchase or mystery purchase)"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Mystery shopping involves sending investigators into stores to act as ordinary customers. This approach aims to assess staff skills, motivation, and the quality of service provided. It is important to distinguish this method from market research. To ensure the ethical nature of this practice, it is recommended to comply with the International Code of Ethics (ICC\/ESOMAR) and the ESOMAR guidelines on &#8220;pseudo-shopping&#8221; of June 1990.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The information obtained through mystery shopping is invaluable to the company, particularly in terms of employee training and compensation. Ronan Divard emphasizes that these surveys allow for the reorganization of tasks, the identification of training needs, and the implementation of appropriate programs. However, the question arises as to how to use the results to encourage positive behavior by rewarding high-performing teams according to predefined quality criteria.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Rewards, generally awarded collectively to teams or stores, can be symbolic, material, or both. While decisions regarding training and work organization can be informed by mystery shopping surveys, awarding rewards based on these results is debatable due to the limited number of visits conducted. In any case, if a company conducts both mystery shopping surveys and customer satisfaction surveys, it is recommended to link rewards to the results of the latter. Indeed, customer satisfaction surveys offer greater reliability and validity, and the primary objective remains customer satisfaction, with service quality standards being a means to achieve this.<\/p>\n","protected":false},"template":"","categories-glossary":[312],"class_list":["post-162672","dictionnaire-dico","type-dictionnaire-dico","status-publish","hentry","categories-glossary-crm-customer-relationship"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico\/162672","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/dictionnaire-dico"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=162672"}],"wp:term":[{"taxonomy":"categories-glossary","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/categories-glossary?post=162672"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}