Reality Based Group outlines a detailed structure for implementing a mystery shopper program for businesses, focusing on service behaviors, measurable standards, and clear performance objectives. The document explains how to define customer interaction goals, evaluate employee performance, and use shopper feedback to guide improvements. Emphasis is placed on aligning behaviors with ex... https://www.realitybasedgroup.com/wp-content/uploads/2016/07/MysteryShoppingQuickStartEbook.pdf