Research That Reveals What Customers Really Experience
Mystery shopping isn’t just about checking standards, it’s a powerful research tool that helps you understand real-world customer journeys across your locations, channels and teams.
We design bespoke mystery shopping programmes that answer specific business questions, combining qualitative feedback with quantitative scoring to give you insight that’s as deep as it is actionable.
Why Use Mystery Shopping as Research?
🔍 Go beyond tick-box auditing – Explore real behaviours, perceptions and decisions
🧠 Uncover customer truth – See how people actually experience your service, not just how it’s supposed to work
📊 Track progress over time – Monitor changes in behaviour, quality or consistency
🎯 Test specific hypotheses – Evaluate the impact of a campaign, policy or training initiative
It’s insight from the inside, designed to help you improve, not just monitor.
What We Deliver
Each research project is designed around your goals. We typically provide:
- Multi-location, multi-channel programme design
- Quantitative scoring + qualitative observations
- Scenario design and shopper profiling
- Location or team-level benchmarking
- Detailed dashboards, insights and reports
- Stakeholder-ready presentations
We can also include optional recordings and integration with other customer analytics tools.
How It Works
🧩 Discovery Session – We define your research objectives and insight gaps
📋 Programme Design – We build the methodology, scenarios and metrics
🧑💼 Execution – Delivered by trained, profiled mystery shoppers
📊 Reporting & Insight – Results delivered via online dashboards + tailored reporting
🧠 Ongoing Analysis – Monthly or quarterly reviews available for strategic use
Everything is designed to feed directly into your service design, training or leadership conversations.
Flexible Use Cases
Mystery shopping research is ideal for:
- Launching or testing new service models
- Comparing performance across regions or teams
- Measuring the impact of recent training
- Auditing third-party partners or franchises
- Exploring specific customer journey stages (e.g. onboarding, complaint handling)