Mystery Shopping That Delivers Real Insight
Your customer experience isn’t just what you intend, it’s what actually happens, in the real world, when real people interact with your brand. Our mystery shopping programmes are designed to reveal that reality – clearly, consistently, and at scale.
From in-store visits and digital journeys to call centre interactions, we tailor every project to your goals, and turn the results into practical, data-backed actions you can take.
Why Mystery Shopping Still Matters
🎯 See the full picture – Understand how your customer experience stacks up in real situations
📊 Measure what matters – Track compliance, consistency and service delivery at every touchpoint
👥 Keep teams accountable – Provide evidence-based feedback that drives real improvement
🔍 Spot the gaps – Discover where intention and execution don’t align, and how to fix it
What We Offer
Our mystery shopping programmes are completely bespoke, but typically include:
- In-person shop visits
- Telephone interactions
- Website and digital journey testing
- Email or live chat engagement
- Cross-channel journeys (e.g. online → in-store)
Each programme is tailored to your KPIs, customer profiles, and operational model, whether you’re a single-site service or a multi-region brand.
How We Deliver
📋 Scenario Design – We work with you to build realistic, insight-driven testing scenarios
🧑💼 Trained Shoppers – Our experienced field team follows strict protocols to ensure consistency
📈 Smart Reporting – Real-time Results delivered via a custom online dashboard with tiered access, filtering and trend visualisation
📹 Video Options – Add high-quality video capture to in-store visits for even deeper insight
All reports are clearly structured, easy to share, and focused on the metrics that matter most to your team.
