On Saturday, September 27, 2025, we once again gathered with our colleagues for the 12th conference for our company’s mystery shoppers.
Personal meetings with mystery shoppers are invaluable for the company, as they strengthen mutual trust and relationships, provide direct insight into their needs, and ensure honest feedback. Such exchanges of opinions help our company better understand expectations, address potential challenges more quickly, and build long-term cooperation and connections with our mystery shoppers.
At the meeting, we opened an interesting question: Can AI (artificial intelligence) replace the work of a mystery shopper? Together, we concluded that while technology is an excellent tool, it simply cannot replace the human sense for detail and personal experience in evaluations.
It was also fascinating to listen to Claire Boscq, our virtual guest from England, who shared her perspective on the mission of a mystery shopper — from preparing for assignments to improving services, thus increasing customer satisfaction and contributing to the overall quality of service in Slovenia. We learned that the work of mystery shoppers there and elsewhere around the world is conducted in a similar way, with no major differences.
One of the topics presented was also the remuneration of mystery shoppers — what influences the amount of fees, how we strive to address the economic situation, and how we would like to see higher payments for completed work in the future.
We also presented practical examples from some of our clients, showing how the results of Mystery Shopping visits are used to reward employees and thereby improve service quality for their customers.
For a bit of fun, we watched a clip from an American TV series about how NOT to look for mystery shoppers.
We concluded the event in a practical spirit — with a workshop and group discussion on how to write reports quickly yet effectively. Participants exchanged excellent tips, and together we prepared shared guidelines that will be useful to everyone in their daily work. We also touched on the challenges faced by project managers, and participants — the mystery shoppers themselves — had the opportunity to try editing reports firsthand.
Finally, we held a raffle where lucky participants received gifts, and the meeting concluded with a pleasant social gathering and refreshments.
The presentation, discussion, and the entire event were led by our project managers and the company director, Natalia Ugren.