Customer Experience Evaluation

Capabilities > On-Site Evaluations > Customer Experience Evaluation


We measure what matters in your customer experience

Secret Shopper® provides the highest quality mystery shopping programs in the world.

We design our questionnaires to align with your brand standards. What gets measured gets done. If you've invested in training, there's no better way to measure whether training had an impact than by using mystery shopping. Brands earn great reputations when every location consistently executes against the brand standards. Measure your ability to represent your brand to your customers. You've worked hard to build a successful service strategy. Now make sure it's being delivered.

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ROI that works

First, mystery shopping can protect your brand's reputation. Knowing that every location and every franchisee is delivering to brand standards is priceless. Everyone wins. Second, the operational standards assessed by mystery shopping when incentivized properly enhance employee engagement and build teams that deliver unparalleled customer experiences. ROI that cultivates customer loyalty, now that's worth measuring.


Data integrity matters

At Secret Shopper® we understand your management team requires reliable information.

In today's fast paced environment you need to make well informed decisions quickly and effectively. We provide the intelligence to act with confidence in a timely fashion. The market intelligence we gather for our clients is verified by our highly trained, motivated, and professional in-house staff. Our entire focus is to provide reliable data. We qualify the independent contractors working with Secret Shopper® to ensure they gather information accurately and confidentially. We have numerous verification mechanisms throughout our process to ensure the integrity of our data. We go the extra mile by reviewing even subjective intelligence for clarity. We follow up with our Secret Shopper® contractors to clarify any ambiguities. As a result, you can be sure the reports you receive will be straightforward, accurate, and informative.

Get an honest, in-depth look at your business through the eyes of your customers.

We can white label our reporting website and mobile solutions with your logo while integrating outside data streams...

Competitive intelligence can be easy to get, but hard to get right. We can help.

Use measurement to motivate. Link results of customer experience measurement to reward & incentive programs.

Are you listening? Your customers have opinions. Tune into what they are saying.

Is your team delivering a world class customer experience at every touch point with your customers?

We believe the future belongs to those pulling together the various digital platforms with brick & mortar operations.




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