See Your Service in Action, Exactly As It Happens
Video mystery shopping gives you an unfiltered view of real customer interactions — so you can assess service quality, spot missed opportunities, and build a library of real-world training moments.
Whether you’re evaluating sales conversations, compliance, or tone of voice, video puts you in the room without needing to be there.
Why Use Video Mystery Shopping?
👀 Total transparency – See the interaction exactly as it unfolded
📚 Train from real examples – Use standout clips to reinforce best practice
📈 Identify service gaps – Review where staff may be falling short or missing cues
🎯 Assess compliance – Ensure processes, scripts and standards are being followed
Video offers context, nuance and tone which can transform how you coach and manage your team.
What We Capture
Each project is tailored to your environment and goals. Typical use cases include:
- In-store sales and service interactions
- Customer onboarding conversations
- Hospitality check-ins and greetings
- Product recommendations and upselling
- Handling of complaints or sensitive issues
Shoppers are trained to follow realistic scenarios and record interactions covertly.
How It Works
🎬 Scenario Planning – Built around your real-world customer journeys
🧑💼 Specialist Shoppers – Trained in covert recording and situational awareness
🎥 High-Quality Footage – Captured using discreet, stabilised body-worn cameras
🖥 Secure Delivery – Videos uploaded to your client portal, complete with context and summary notes
🔒 Privacy-Compliant – All activity fully GDPR and legally compliant in UK & Ireland
Videos can be tagged, filtered and downloaded — making it easy to integrate into internal reviews or training.
Pair With Other Services
Video mystery shopping is even more powerful when combined with:
📋 Retail Audits (to compare visual standards with actual service)
🗣 Post-interaction Surveys (to hear how customers felt vs. what actually happened)
🧩 Training Programmes (for real-life case study clips)
🎯 Sales Performance Monitoring