Our Services · Mystery Shopping
Mystery shopping designed around the outcome
We do not start with a questionnaire. We start with what you need to understand, the customer moments that shape it and the behaviours we can actually observe.
In person. Telephone. Digital. Multi-channel.
What should mystery shopping tell you?
01
What happened
Evidence of the real customer journey.
02
What shaped it
The behaviours, moments and inconsistencies behind the experience.
03
What happens next
A clear priority for the people who can act.
Our approach
Designed around what matters
1
OUTCOME
What are we trying to influence? Customer experience, team performance or a commercial result.
2
MOMENTS
Where does that outcome get shaped? We identify the points in the journey where the experience can improve or break down.
3
BEHAVIOURS
What do we need to observe? We define what customers should see, hear, feel or be asked.
4
EVIDENCE
What proof will be useful? We choose the right channels, measures, scenarios and outputs.
Measure what matters. Leave out what does not.
Scope
What we can measure
- Sales and service behaviours
- Customer journeys
- Telephone and digital experiences
- Standards and compliance
- Service recovery
- Multi-site consistency
Every programme is built around the question, not forced into a standard checklist.
From evidence to action
One programme for different audiences
01 · Frontline
Silent Snapshot
Silent Snapshot gives teams the visit evidence and a practical coaching focus.
02 · Senior stakeholders
Silent Summary
Silent Summary distils the programme into the findings, implications and priorities.
03 · Managers and L&D
Silent Coach
Silent Coach supports prompts, actions and re-measurement as the concept develops.
Currently in development
Validation
Evidence you can trust
The right mystery customer. Clear briefing. Every result validated.
- Profiled: people suited to the journey.
- Briefed: a clear scenario and evidence requirements.
- Validated: narrative, score and evidence checked before release.
What are you trying to improve, and which behaviours are most likely to shape the outcome?
Start with the outcome. We will help build the right evidence around it.
Frequently asked questions
How do we see the results?
Through Shopmetrics, an established specialist mystery shopping platform. Access is included with no user limits. We supplement portal access with tailored outputs designed to turn findings into practical action.
How are visits checked?
Every result is validated before release, with clarification sought wherever evidence is incomplete or inconsistent.
Can you design around our objectives?
Yes. In fact, that is where we start. We design around the behaviours, moments and outcomes you need to understand.
Can you measure different channels?
Yes. Identifying the objective helps us choose the right channel or channels. In-person, telephone, digital and multi-channel journeys can be measured separately or together.
How much does it cost?
Pricing reflects the scale, complexity and type of evidence required. We will scope the right approach and provide a clear, transparent cost before work begins.
