Retail industry is one of the most dynamic and fastest growing industries. Vibrant market leaders have proved their best and have sustained successful in the retail scenario. But a few lack in service delivery as they don’t give much importance to customer satisfaction and customer loyalty. Employees should maintain a friendly approach and make sure the customer is comfortable. This friendly approach contributes indirectly to the success of the organisation. Management and managers cannot be watchdogs all the time and hence when they appoint mystery shoppers to evaluate the store and store activities. The mysterious blue gets exposed when mystery shoppers are used. Any problem which needs a solution is a case. This case is all about a retail store which lacks in service quality in Chennai. Since due to data protection act 1998 and MSPA rules and regulations, name of the store is not mentioned. Various problems were identified and solutions were given to the top management. The main objective of the case is to highlight the role of mystery shopping in retail industry. Various examples with citation are mentioned along with the case study to understand the use and application of mystery shopping in various industries. Without change there is no innovation and creativity, and one such tool to enhance innovation and enduring perfect business function is mystery shopping. The case ends with valid discussion, recommendations and questions.
