Mystery Shopping is a method where persons who are trained in a role of users/customers perceive and then evaluate the quality of services of the service provider and / or its competitors according to predefined criteria. The goal is to comprehend the quality of service, which allows you to identify those elements/aspects of the services that need to be improved. It is designed for those who want to provide first-class service to its users/customers, because it allows direct insight into the true quality of service, and effectively helps to resolve dissatisfaction ratings.