See Your Business Through Your Customers Eyes

Our mystery shopping services are designed to give you a clear, unbiased view of how your in-house team, digital channels and service standards really perform in a real setting. We help retailers and e-commerce brands identify areas that are working, the areas that are falling flat, and where gaps in customer experience are losing you sales. 

Person holding a smartphone browsing an online clothing store with images of women in various outfits.

Customer Experience is Your Competitive Advantage

Mystery shopping isn’t just about catching mistakes and getting your staff in a ‘gotcha’ moment, it’s about unlocking unknown insights. Whether in-store, over the phone or online, we audit every stage of your customer journey to assess the service quality, sales performance, operational compliance and brand consistency. For SMEs, this insight gives you a critical view on how you can compete with larger players and keep customers loyal.

Covering the Moments That Matter Most

Each mystery shop we complete is tailored to your business model and customer touchpoint. We work with you every step of the way to ensure we are collecting information that is helpful. This can include:

A pink circle with a black check mark inside it.
A pink check mark inside a circle indicating approval or completion.
A pink circular icon with a black checkmark in the center.
A pink circle with a black check mark in the center
A pink circle with a black checkmark in the center.
A checkmark inside a pink circle.
Pink checkmark icon with a black checkmark inside a pink circle.

In-store customer interactions & sales process

Click & Collect and fulfilment experiences

Phone or email customer service response

Brand tone, consistency and compliance

Staff product knowledge and upselling

Website navigation, checkout & live chat

Visual merchandising & store presentation

Person holding a smartphone browsing an online clothing store.

Discreet, Professional & Focused on Growth

All of our mystery shoppers are trained to follow real customer scenarios based on your typical journeys. With a variety of staff, we ensure that a visit is carried out by someone who fits into your ideal customer. You’ll receive a detailed report highlighting strengths, red flags, and improvement opportunities. Unlike generic audits, our approach has deep foundations in the retail and e-commerce strategy. This ensures that the insights we give are perfect for the next steps in your business development journey.

Book a Free Discovery Call Today

Let’s talk about how mystery shopping can help you improve customer loyalty, increase conversions and drive better team performance. Get clarity on what’s happening at the front line, and what to do next.