VÝBOŠŤOKOVÁ, Dominika Bc.: Mystery shopping as a tool for evaluating the services provided in the selected company [Diploma Thesis] – Technical university in Zvolen. Department of Marketing, Trade and World Forestry. Supervisor of diploma thesis: Ing. Miriam Olšiaková, PhD. Level of professional qualification: Engineer. Zvolen: TU, 2018. 95 pgs.The diploma thesis deals with the marketing research method called Mystery shopping. The main goal of the diploma thesis is realization of mystery shopping and identification of the real level of provided services and customer service in selected H & M stores. In the theoretical part, we focus on explaining the important concepts of mystery shopping and describing the basic rules for the correct application of mystery shopping. The services provided in the selected stores are specifically analyzed in the practical part of the thesis and evaluated in the end in accordance with established criteria.