yes! Don't you want to know what your customers experience when you walk in the door? Using these stealth techniques is a great way to evaluate customer service. Just be sure you stay calm if the results desturb you. Before heads roll, see if you can develop a plan from the information you get and train/retrain employees. A great example of this is Starbucks. Their customer service is much better since they closed early one night and had a massive chain wide retraining/attitude adjustment. It's helped the chain stop its sales hemmorage.

here's a source you might find useful. http://www.mysteryshop.org/..
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