Unlock Hidden Revenue With Mystery Shopper Insights

Our UK-based mystery shopper programmes help independent retailers, cafes and e-commerce brands evaluate customer experience, sales performance and service consistency. From first impressions to checkout, we can reveal what is working, and what is costing you sales.

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What You Get From a Mystery Shopper Audit

Real World Evaluation

We go undercover online or in-store to experience your brand exactly like a customer.

Strategic Reporting

  • Navigation, add to cart flow
  • Checkout User Experience
  • Mobile Responsiveness
  • Delivery Communication

Business Impact

  • Call/Chat wait times
  • Tone & Professionalism
  • Accuracy of Information
  • Resolution Quality

What’s Covered In Your Audit

We assess what your customers see, hear and feel when they enter your physical space, from first impression of your show window and high street presence, through to checkout.

What We Audit:

  • Staff Greeting, tone and presence
  • Wait times during peak and off-peak hours
  • Store cleanliness, layout, scent and ambience
  • Promotional signage visibility & Merchandising clarity
  • Staff product knowledge and upselling ability
  • Checkout process speed and professionalism
  • Execution of services like Click & Collect or returns

Strategic Focus

We highlight operational gaps, training inconsistencies, and experience breakdowns that directly impact NPS and basket value.

We audit your entire digital journey like a real shopper, from your websites homepage through to order confirmation

What We Audit

  • Navigation flow and search usability
  • Product page clarity: images, specs, reviews
  • Checkout process friction and trust signals
  • Mobile responsiveness and UX inconsistencies
  • Promo code clarity and offer visibility
  • Live chat or contact pathways
  • Order confirmations, follow-up emails and tracking

Strategic Focus

We identify where customers drop off, hesitate or lose trust, then give you the roadmap to streamline conversion.

We test how your team responds under real customer scenarios, whether this is in store, online or over the phone.

What We Audit

  • Friendliness, tone and helpfulness of in-store staff
  • Phone support response speed and resolution
  • Live chat and chatbot flow (tone, speed and accuracy)
  • Email handling of queries or complaints
  • Refunds/exchanges and escalation experience
  • Consistency across locations or channels

Strategic Focus

We simulate real world customer scenarios (including awkward or escalated ones) to expose training gaps and SOP breakdowns.

We audit your top 2-3 competitors using the same methodology, so you get a better picture of how you compare.

What We Benchmark

  • In-store layout, product accessibility and service tone
  • Promotion clarity and value proposition
  • Website UX and checkout journey
  • Fulfilment speed and communication quality
  • Loyalty programme visibility and execution
  • Follow-up and remarketing flows

Strategic Focus

You’ll know exactly where you’re ahead, or behind. Enabling you to reposition, re-price or retrain accordingly.

Flexible Packages for Every Business Size

Whether you are looking for regular insights or a single customer experience audit, our packages offer clear pricing and actionable outcomes. All visits include a tailored scenario, evaluation scoring, and a professional report with improvement recommendations.

Plan

Essentials *

Professional *

One-Off

Ideal For

Small Teams

Multi-Location Brands

Spot checks or pilots

Mystery Shops / Month

2

4+

1 Full Audit

Channels

In-store or Online

Mixed

Choose One

KPI Scoring

Basic

Tailored w/ benchmarking

Tailored KPI’s

Consultant Strategy Call

2hr/Month

3hr/Month

1 Hour Call

Suport

Email + Phone

Priority Response

Email

* = Our Monthly packages are a minimum of 3 months, this is to allow for pattern analysis and improvement tracking.

For Larger Scale brands, franchise groups, or omnichannel CX auditing, we offer fully bespoke strategic packages. These typically include multiple visits per moth, competitor benchmarking, video audits, and high-level consultancy.

Book a Discovery Call to discuss a custom plan that fits your operational goals.

Who We Work With

Our programmes are designed for retailers, cafes and growing e-commerce brands that want to turn real world insights into performance improvements. Whether you’re looking to train staff or fine tune your operations, our mystery shopper service gives you the clarity to lead with confidence.

Independent Retailers

For Fashion, lifestyle and homeware sores that are seeking consistency and revenue growth. We evaluate how well your staff greet, serve and close.

Cafes & Hospitality

Audit service flow, cleanliness, wait times and upselling across shifts, especially during peak periods.

E-Commerce & Omnichannel

We test the User Experience from product discovery to checkout and delivery. Ideal for DTC, click & collect and multi-channel operators.

What Our Mystery Shopper Audits Reveal

Here are some of the issues we have recently uncovered during evaluations.

Staff Skipped Upselling Prompts

Only 50% of the staff offered deals. Upselling was only offered by the other 50% when management was present

Confusing Promo Signage

Only 50% of the staff offered deals. Upselling was only offered by the other 50% when management was present

Checkout Friction on Mobile

Only 50% of the staff offered deals. Upselling was only offered by the other 50% when management was present

Download a Sample PDF Report

Mystery Shopper Service – FAQ’s

How does the mystery shopper service work?

We work with expertly trained evaluators, who will visit or interact with your business, following a realistic customer scenario designed to reflect your brand goals. After the visit you will receive a detailed report including scoring, observations and recommendations.

What type of businesses can benefit from this service?

We work with independent retailers, cafes, e-commerce brands and multi-location operators. Whether you are launching, scaling or simply training staff, our audits are designed to provide valuable customer insight.

Are your mystery shoppers real customers?

All of our mystery shoppers are highly trained evaluators who will behave like real customers. They follow scripted journeys but act naturally, this helps us ensure a realistic, unfiltered view of your service or store environment.

How quickly do i get the report after a visit?

We will typically send you your report within 3-5 business days of the visit. For retainer clients, our reports are delivered monthly with trend dashboards and consultant reviews.

Is this a one-time audit, or can i do monthly?

You can choose one of our one time audits for £495, or our monthly packages start from £375. By choosing a monthly programme it will allow you to track trends, training validation and continuous improvement over time.

I’ve got the report, but i don’t know where to start implementing the changes?

All our packages come with strategic support, we’re not just here to diagnose a problem, we will also help you fix them.

Are your audits anonymous or disclosed?

All visits are anonymous unless you request otherwise. We never disclose the shoppers identity or intent during the visit, unless it’s part of a designed scenario.