Mystery Shopper

Objective

Obtain direct, honest, and detailed insights into the experience your customers receive by evaluating service quality, attentiveness, protocol compliance, environment, and overall brand perception—through a neutral and professional perspective.
 

Includes

• Mystery shopper visit (in-person or digital), based on a predefined profile aligned with your target customer

• Full experience evaluation, including:

  • Service from the first point of contact

  • Wait times and response speed

  • Courtesy, tone, and communication style

  • Physical or digital environment (cleanliness, organization, signage, navigation)

  • Follow-up procedures (if applicable)

  • Review of compliance with service standards and protocols

• Findings report, featuring:

  • Detailed feedback from the customer’s point of view

  • Opportunities for immediate improvement

  • Examples of best practices observed

  • Suggested action plan to enhance the customer experience quickly and effectively
     

Benefits

1. Identify real gaps in the customer experience from the perspective of a typical guest

2. Assess in real time the quality of service, responsiveness, body language, and staff empathy

3. Detect inconsistencies between what is promised (marketing) and what is delivered (operations)

4. Receive clear, actionable, and prioritized recommendations for improvement

5. Strengthen your service culture and promote accountability without adding unnecessary pressure

6. Useful as a foundation for internal training and employee recognition programs
    

Investment

Starting at $500 USD* per visit (price may vary depending on business type, location, and scope)
*Ask about our special pricing for microenterprises
 

Service Duration

1 business day (during operating hours) + final report delivered within 3 business days

 

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