Method

Mystery shopper

The service given when nobody from head office is watching.

A professional evaluator poses as a customer to record behaviour, treatment and protocol compliance at the point of sale. It gives a reading of the real experience no satisfaction survey reaches, because it measures what happened rather than what the customer remembers happening.

How it works

The evaluation form is built from your own service protocol.

The scenario is defined: what the evaluator will ask for, and on which shift.

The visit is recorded immediately afterwards, with evidence where applicable.

Results are consolidated into a ranking comparable across outlets.

When to use it

Cases where it fits

To verify the protocol is followed across the whole network.
To compare your branches against each other and against competitors.
Before and after training, to measure whether it worked.
When satisfaction drops and it is not clear at which point.

At a glance

Typical sample: 3 to 4 visits per outlet per period
Duration: 2 to 6 weeks per wave
Coverage: Nationwide

What you get

Report per visit with evidence
Ranking of branches or points of sale
Compliance detail per protocol item
Prioritised improvement plan

Frequently asked questions

Can competitors be evaluated too?

Yes, and it is one of the most useful applications: the same form applied to your network and to a competitor’s turns an isolated score into a benchmark. Evaluation is limited to the customer experience, without accessing confidential information.

Let's talk about your project

Tell us what decision you are facing and we will tell you which study answers it.