Reality Based Group outlines a structured approach to improve customer experience with secret shoppers by focusing on behavior-based evaluations and service measurement. Using actual customer scenarios, the program gathers data on staff performance, adherence to brand standards, and response consistency. Reports are compiled using scoring systems and predefined formats to ensure accur... https://www.realitybasedgroup.com/wp-content/uploads/2016/07/MysteryShoppingQuickStartEbook.pdf