Mystery Shopping Services
Experience your brand exactly as customers do
Shared Insight’s mystery shopping services help you evaluate real world service delivery at scale so you can protect brand standards, identify training gaps, and improve customer satisfaction across every location. Our programs pair carefully selected shoppers with clear, scenario based evaluations and deliver results in real time through our Clarity® analytics platform.
Unlike generic audits, mystery shopping provides objective, first hand observations of the full customer journey - from greeting and sales engagement to product availability and checkout - so you know what’s working, what isn’t, and where to focus next.
Looking for shopper registration? Please visit Become a Mystery Shopper.
Why choose Shared Insight
Proven CX expertise
Since 2001, we’ve partnered with hundreds of brands to design and execute mystery shopping programs that drive measurable improvements in service quality, conversion, and loyalty.
Right shoppers, right scenarios
We recruit genuine consumers who match your target profiles not career shoppers and apply strict rotation and quality controls to keep insights fresh and unbiased.
Real time reporting with Clarity®
See scores, comments, photos, and trends as results arrive. Tailored dashboards give leaders and managers the operational visibility they need to act quickly.
Scalable, secure, compliant
From a single region to nationwide programs, we scale quickly while following rigorous data privacy and brand compliance standards.
How our mystery shopping program works
- Program design. We align on objectives, KPIs, customer profiles, and visit scenarios (e.g., consultative sale, click and collect, dine in, service desk).
- Scorecard & scenarios. We craft clear, behavior based criteria that reflect your brand standards and desired outcomes.
- Shopper recruitment. We source shoppers who mirror your customers and brief them on the assignment, expectations, and evidence requirements.
- Fieldwork & QA. Visits are completed on schedule. Every submission is quality checked for completeness and consistency before release.
- Reporting & action. Results flow to Clarity® dashboards and exports. Managers receive timely insights to coach teams and fix issues quickly.
Objective evaluations
First hand observations of service behaviors, compliance, merchandising, and execution exactly as your customers experience them.
Actionable insights
Clear, prioritized findings and comments that translate into coaching moments and rapid fixes at the location level.
Real time visibility
View results as they are approved - filter by region, brand, concept, daypart, or scenario to isolate patterns and exceptions.
Integrated programs
Combine mystery shopping with customer surveys and audits for a 360° view of experience and compliance.
Business outcomes you can expect
Improve service quality
Identify behaviors that delight customers and those that cause friction - then coach for consistency.
Protect brand standards
Validate execution of non negotiables: greeting, speed, availability, cleanliness, and presentation.
Increase conversion
Spot missed sales opportunities and strengthen consultative selling and cross sell behaviors.
Boost loyalty and NPS
Link shop results to customer feedback to see which behaviors move satisfaction and advocacy.
Industries we serve
Retail, restaurants & QSR, grocery, convenience & fuel, car washes, automotive, hospitality, banking & financial services, healthcare, gyms, spas and specialty services - All programs scale seamlessly for multi location and franchise networks.
Mystery Shopping FAQ (for businesses)
How is mystery shopping different from audits or surveys?
Mystery shopping captures first hand observations of actual service behaviors during real customer journeys. Audits focus on compliance checklists, and surveys capture customer sentiment. Together, they provide a complete view of experience and execution.
How many locations do we need to get value?
Programs scale from pilot groups to nationwide footprints. Even a small sample can reveal patterns and create quick wins, while larger programs support benchmarking and trend analysis.
How quickly will we see results?
Most clients see insights in Clarity® as soon as visits are approved often within days of launch. Coaching and corrective actions can begin immediately.
Can we customize scenarios and scoring?
Yes. We design scorecards and visit scenarios around your brand standards, success behaviors, and KPIs. You control cadence, geography, and evaluation focus.
Want to understand our shopper network and policies? See how we recruit and brief shoppers.
Our solutions
Our customer experience solutions have a proven track record of driving positive change in our clients’ businesses - improving customer experiences and increasing the likelihood to recommend and return.
Partner with our team of customer experience experts to design the right measurement program for your goals.
Mystery Shopping
Bespoke mystery shopping programs that deliver objective, scenario based evaluations of service behaviors, standards, and execution - so you know what’s working and where to focus next.
Learn more about Mystery ShoppingCustomer Satisfaction Surveys
Ongoing and ad-hoc online surveys capture customer feedback across touchpoints, helping you measure, manage, and improve satisfaction and loyalty with real time insight.
Learn more about Customer Satisfaction SurveysCompliance Audits
Field audits that provide accurate store level intelligence and verify adherence to non negotiable brand standards, merchandising, and promotional execution.
Learn more about AuditsEmployee Surveys
Give your front line teams a voice. Identify enablers and barriers to delivering great customer experiences and turn insights into action plans that stick.
Learn more about Employee SurveysAdvanced Reporting & Analytics
Cut through the noise. Our analysts synthesize data from multiple sources to surface what matters most - delivering meaningful, actionable insights via Clarity®.
Learn more about Advanced Reporting & AnalyticsAd-hoc Surveys & Mystery Visits
Quick turn projects to assess launches, promotions, or priority touchpoints and get a current read on what customers experience right now.
Learn more about Ad-hoc solutions