Mystery shoppers have prowled the supermarket aisles for decades. Now they’re phoning law and accountancy firms. But what do they actually catch?
How do you mystery shop a professional services firm? You can hardly wander in
with a basket. “It’s a lot harder than a supermarket,” says Graham Archbold of research consultancy Chorus Insight, whose team does it for a living. High-street services like conveyancing are easy enough: ring up, describe the house, ask for a quote. Corporate work is a different game.
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