Customer
Mystery shopping
Audit your service standards in the field through the customer’s eyes, with scored visits, photo evidence and branch scorecards.
Send a briefMystery shopping shows whether your service standards are really applied in the field. Trained shoppers who match your target customer profile visit your stores, branches or call centres, follow a scenario and score each criterion.
Every visit is documented with observation notes and photos where needed, passes our quality control and turns into a scorecard you can compare across branches and over time.
Questions this research answers
- Are our standards applied in every branch?
- Which branches or regions perform differently?
- Did the training work?
- Did the campaign reach the store?
Methods we use
Scenario-based visits
Phone and online mystery shopping
Photo documentation
Quality control of every visit
What you receive
- Branch scorecards
- Criterion-level notes
- Photo evidence
- Period comparison and client portal
Frequently asked questions
One-off, monthly or quarterly, depending on the objective. The criteria set stays the same between waves so results are comparable.
We prepare the criteria together with you, starting from your brand’s service standards.
Work follows ISO 20252, personal data is processed under KVKK and portal access is limited to the people you authorise.
Let’s design the right study for your question.
Tell us briefly what you need; we reply within one business day.