Mystery Shopping is a tool for measuring the quality of provided services. Employees are informed of the purpose and objectives of the mystery shopping, rather than being given the precise terms of the implementation of the mystery shopping. Mystery shopping achieves the best performance when there is no “mystery”, that is, where there are no secrets, and when employees are involved in all stages of this service. It is important that employees are informed beforehand of what is expected of them and what kind of services they are expected to provide to customers. At that time, the mystery shopping measures an existing quality of the services and serves as a basis for improvement.