Mystery Shopper surveys provide objective, direct information on the performance of front-line customer service operations. Mystery shoppers are field research staff that take on the role of a legitimate customer or patron, either by phone or in-person. They complete inquiries, purchases, or simple observation and report back on their customer experience via standardized checklists and report forms. This type of research can be useful for any business where customer contact and service is integral to the success of the operation.

Banister Research has implemented these types of surveys for a variety of research projects including evaluations of government buildings and programs, sporting events and retail outlets.