Testivakoojia

Testivakoojia is a Finnish term that translates to "test spies" or "test informants." It refers to individuals who pose as ordinary customers to evaluate the quality of products and services offered by businesses. These individuals are often hired by companies themselves or by specialized market research firms. Their primary role is to gather objective feedback on various aspects of a customer's experience, such as staff behavior, product availability, cleanliness, and overall satisfaction.

The work of a testivakoojia involves meticulously following a pre-determined script or set of guidelines. This script outlines specific scenarios to explore and questions to answer regarding their interaction with the business. After completing their visit, the testivakoojia will then submit a detailed report documenting their observations and experiences. This feedback is crucial for businesses looking to identify areas for improvement, ensure customer service standards are met, and maintain a competitive edge in the market. The practice is also known internationally as mystery shopping.