Mystery shopping can provide objective, unbiased feedback from trained ‘customers’—mystery shoppers—to measure how organizations deliver on brand and customer experience promises across markets, touchpoints, and channels—physical locations, contact centers, and digital assets (website, apps, live chat, etc.). During a mystery shop, a mystery shopper visits a store location and acts as a “pretend” shopper, gauging the quality and value of the service and experience they receive as a customer.

We have vast experience across sectors including Automotive, Financial Services, Foodservice, Healthcare, Luxury Retail, Petroleum, Public Services & Utilities, Technology, Transportation, and Hospitality.