Measuring What Matters
The Premier Mystery Shopping Company

Drive exceptional bottom-line performance through insightful, actionable market intelligence.

The cutting edge customer experience company: Secret Shopper

Secret Shopper has delivered actionable market research and analysis to our clients for over 25 years. In that time, we have successfully assisted clients in almost every customer-focused industry to provide cutting-edge customer experiences.

Measuring the Customer Experience

We are passionate about partnering with businesses to deliver operational excellence and drive brand alignment while empowering frontline stakeholders to provide unparalleled customer experience.

A profound shift is taking place in the global marketplace. The emergence of digitally-driven mobile communications has empowered consumer influence and control. Managing your brand's image and reputation while aligning it with your firm's objectives is still central to success in today's business climate. The tools to manage your brand are changing and we have the toolbox to empower your team to excel both in the digital world and across mobile platforms.

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Secret Shopper is a leading provider of Recorded Telephone Audits because we train callers to be warm, enthusiastic, and courteous. Need the opinion of a specific demographic? In a specific region? How about the opinion of a certain educational level or income group? We have the tools to get you accurate and actionable market research reports through phone surveys.

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We are passionate about partnering with your team to deliver a world-class experience for your customers at every touch point. Tell us about your goals and lets work together to reach them. All of our onsite business intelligence solutions are focused on providing actionable intelligence to your team - we help you put our market research and analytics to use through realistic, concrete recommendations to improve your strategies and outpace the competition. Your Secret Shopper team delivers the right information, to the right people in your organization, at the right time.

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At the core of Secret Shopper is our expertise in evaluating customer experience, both in the digital and brick-and-mortar worlds.

Your website is the first step on your firm's journey to delivering an unparalleled customer experience in today's digital landscape. We review a user's overall experience and high-level performance factors, as well as detailed technical information, to accurately assess your site's overall performance, mobile friendliness, and SEO vitality. Having access to and being able to understand this information is crucial to identifying opportunities for enhancement.

The ability to communicate effectively on the phone is the second critical step to providing an excellent customer experience. The way your employees answer the company phone will form your customer's first and, often, lasting impression of your business. The person answering your phone should be warm, enthusiastic, and courteous. Secret Shopper has the right tools to ensure your frontline stakeholders are driving customers into the store or back to the website.

In addition to gaining vital customer relationship management details for your own business with our onsite evaluations, you can also measure and analyze your competitors for a complete picture of the market. Use our competitor analysis tools to help define your best path forward and measure your team's execution of customer experience strategies.

Market research analytics that drive an organizational culture that is focused on solutions, productivity, and delivering unparalleled customer experiences.

Reporting Analytics - Meet Zeus

All of our business intelligence solutions are focused on actionable intelligence. Zeus, our proprietary technology platform, provides the flexibility to create a market research program that meets your exact specifications. Zeus' dashboard lets you see your team's performance at a glance with straightforward, drill-down capabilities.

Zeus is the thread pulling all your data together in one place. From mobile platforms to social media and onsite evaluations, we can integrate all of your tools and metrics into your own personalized dashboard, including outside data streams, if desired.

Work with us to define your market research needs to ensure that the intelligence we gather on your behalf is reported in a format that is objective, quantifiable, and actionable to your executives.