Mystery Shopping is a fascinating method of gauging customer experience where individuals are recruited to portray actual customers that shop at a store. Feedback is then taken through these 'mystery shoppers' and the company uses it to evaluate how close is the actual experience of the customers to the desired one. While many research tools are designed to determine how customers feel about the bank, mystery shopping focuses on the behavioral side of the bank-customer interface, to determine if customer-facing employees are exhibiting sales and service behaviors required by management.