Experience Your Service Through Your Customers’ Eyes
Consistency builds trust. Our Mystery Shopper programme evaluates real-world service delivery across every touch-point—store, call centre, website, live chat—using trained evaluators who act exactly like genuine customers. Each scenario is scripted to reflect typical journeys and critical moments of truth. Observations capture staff courtesy, knowledge, upsell behaviour, compliance with SOPs, cleanliness and queue times. Digital channels are assessed for usability, speed and resolution quality.
All interactions are time-stamped, geo-tagged and accompanied by receipts, audio or screen-capture proof. We score each outlet against bespoke KPIs and industry benchmarks, then visualise gaps via heatmaps and league tables. Quarterly waves track improvement, feeding continuous training, incentive schemes and operational tweaks.
What gets measured gets managed—what gets mystery-shopped gets perfected.
Programme Deliverables
- Scenario Design Workshop – align KPIs, compliance checks and brand promises.
- Recruit & Train Shoppers – demographic fit, NDA signed, calibration tests passed.
- Multi-Channel Coverage – in-store, drive-thru, click-and-collect, IVR, app, social DM.
- Real-Time Dashboard – view scores, photos and red-flag alerts within 24 h.
- Actionable Field Report – root-cause analysis plus coaching tips per location.
- ROI Tracker – links service-score uplift to NPS, conversion and basket size.
Turn customer-experience blind spots into competitive highlights and watch loyalty soar.
