Mystery Shopping & Service Audits
“We don't know what really happens when a customer walks in or calls.”
Trained shoppers measure the real customer experience in branches, call centers and digital channels — with evidence and weekly reports.
Our mystery shopping program measures every branch, call and channel against your own service standards. Trained shoppers follow realistic scenarios, collect time-stamped evidence and complete structured questionnaires within 48 hours. You receive a live quality link plus weekly and monthly analysis that shows where service breaks down and why.
What this service covers
Signs you need this
- Service that varies between branches or staff
- Complaints you cannot explain
- New service standards that need checking
What you receive
- Scenario library and questionnaires
- Branch, channel and staff scores
- Evidence pack for every visit
- Root causes and improvement actions
Outcomes to expect
- Consistent service across branches
- Fewer complaints
- Staff coached on facts, not opinions
Our ten-stage method
- Train shoppers on soft and technical skills
- Agree the visit and call schedule
- Design questionnaires and scenarios, with coaching
- Conduct visits and calls
- Capture a time-stamped photo as evidence
- Record the ticket or transaction number
- Complete the questionnaire within 48 hours
- Keep copies of all forms
- Share a real-time quality link with the client
- Deliver weekly and monthly reports with analysis
Frequently asked questions
How does your mystery shopping work?
In ten stages: we train shoppers, schedule visits, provide scenarios and questionnaires, collect time-stamped evidence within 48 hours, and deliver weekly and monthly analysis.
Do you cover calls and digital channels?
Yes — branch visits, phone calls, websites, apps and social channels can all be shopped.
Which sectors use mystery shopping?
Banks, retail, restaurants, hospitals, telecom, real estate sales centers and government service centers.
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