The realm of consumer experience shows in its whole respect only to the customer. Sales staff shape up when the boss walks through the shop, but is the same electricity in the air when a customer steps in? Is she greeted with joy, will there be free access to a clean toalet equipped with soap and towels, or has the Instagram update been made on time?
This is why you as an observer need to move your bones to the venue, web and phones. Act like a normal customer, while simultaneously making elaborate observations. A professional Mystery Shopper is able to evaluate the service in relation to the quality level and customer expectation targets defined, and report the gain in a structured manner.