If we were in a James Bond movie, a secret customer would most definitely be a foreign spy – disguised as an innocuous customer – trying to uncover an international conspiracy in a department store.
Unfortunately, in this boring, “sans James Bond” real world of ours, secret customer or mystery customer are terms used for a tool used either by businesses themselves or a third party for measuring service quality or compliance to regulation, or to gather specific information about products and services.
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