Mystery customer detection first appeared in American banks and retail industry to prevent employees from stealing; In the 1940s, the word "mystery shopping" appeared formally, and began to evaluate customer service in this way. In the 1970s and 1980s, Shop'n Chek Company popularized mystery customer detection, which opened up a broad development space for it. In the 1990s, due to the development of Internet, the mystery customer detection industry experienced an unprecedented rapid growth stage and gained public recognition.
Mysterious customer supervision law was first introduced into China by a number of international multinational companies such as KFC, Rogers, Nokia and Philips to serve their chain stores. In China, everyone laughs at the story "How many steps does it take to put an elephant in the refrigerator", but that is the standard of westerners: treat yourself as a "fool", and no matter what seems simple or complicated, you will finish it one by one in several steps. With strict standards, that is, systems, we need objective tests. McDonald's said that they have a project called "mystery customer" in all major markets around the world, that is, shadow customers, and China has the same project under way. This activity aims to investigate the overall performance of food quality, cleanliness and service quality of McDonald's restaurants from the perspective of ordinary customers. McDonald's also said that the mystery customer project helped McDonald's managers and restaurant managers to establish a set of incentive and reward mechanisms for outstanding employees. Feedback from some markets shows that these reward mechanisms are very beneficial to improve staff morale and work performance. Because the shadow customers come and go without a trace and there is no time rule, the managers and employees of chain stores always feel some pressure and dare not slack off, so as to keep full working conditions at all times and improve the sense of responsibility and service quality of employees. The mysterious customers of KFC are not just for anyone to play. They must be trained by KFC, familiar with the standard system of each link, and inspected according to the proposed "consumption plan". Make an objective evaluation of the inspection according to the standards, and finally make a comparative evaluation according to the appraisal process of each store.