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Mystery shopping

Consumers face a complex array of brand touch points every day of their lives. To deliver a consistent brand experience, marketers need to know how consumers are actually experiencing their brand. Our mystery shoppers give you all the help you need to understand these experiences, and respond to them to maximize the return for your business. 

Our mystery shopping teams show you how people experience your products and services across every point of contact and we benchmark their customer experience against your competitors.

We are one of the leading mystery shopping research agencies worldwide, operating across multiple markets and regions. Our smart insights give you a deep understanding of the national, regional or global customer service experience you deliver.

Our mystery shopping service solutions include:

  • Product recommendation: we show you where and how retailers recommend your products
  • Customer service experience: we reveal how your employees engage with your customers
  • Compliance: we track compliance with service standards, product availability and price
  • Retail audits: we create reports on your store environments and point of sale communications
  • Industry teams: we assign consultants who are experts in your industry
Oli Bailey
Oli Bailey
Business Development Director, Mystery Shopping
+44 1865 260 360
Mystery Shoppers

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Latest insights

Here you can find the latest insights for Mystery shopping. View all insights

    • 04/20/16
    • Retail
    • Energy
    • Brand and Customer Experience
    • Market Opportunities and Innovation
    • Mystery Shopping
    • United Kingdom
    • English

    Using Mystery Shopping to go beyond Voice of the Customer programmes

    Not only does mystery shopping allow energy companies to understand how their own staff are dealing with customers, but also allows companies to understand how competitors are dealing with new customer enquiries
    • 04/18/16
    • Energy
    • Mystery Shopping
    • United Kingdom
    • English

    Get to the heart of supplier switching

    In today’s energy market there is a lot of buzz around switching supplier to find a better deal and/or customer service.
    • 04/12/16
    • Mystery Shopping
    • United Kingdom
    • English

    The importance of instore recommendation

    Finding genuine sales expertise on the high street continues to be a lottery. Based on the findings from a recent study we conducted for the washing machine category head to Gateshead if you want truly excellent product advice but do your own homework if you’re buying from another well-known retailer in Plymouth where our shopper was told to read the product manual to find out more!
    • 04/07/16
    • Home Appliances
    • Retail
    • Mystery Shopping
    • United Kingdom
    • English

    How washing machines manufacturers can influence the purchase journey

    Do manufacturers really understand whether their key innovations are explained well enough to convince a shopper to choose one brand over another?
Contact us
Chris White
Oli Bailey
Oli Bailey
Business Development Director, Mystery Shopping
+44 1865 260 360
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