Mystery shopping
What does mystery shopping tell you that surveys can't?
Trained assessors pose as real customers and use your service: calling your contact centre, visiting a store or branch, or using your website, chat and email. They score what actually happened against a clear standard.
- Contact centres: wait times, agent skills, accuracy, process and compliance.
- Stores, branches and venues: greeting, knowledge, advice and the overall experience.
- Digital channels: websites, apps, chat and email response quality.
- Competitors: the same assessment run on competitors, so you can compare directly.