Objective checklist
We design the checklist around your service protocol and key moments.
Incognito customers to measure your service standard in the field
Mystery Shopper
We send trained evaluators who live the experience like a real customer and measure, with an objective checklist, whether your service standard is truly met at every touchpoint.
I want to evaluate my service →Why it matters
Why run mystery shopping?
What a company thinks it delivers and what the customer actually gets at the point of contact do not always match. Mystery shopping measures that gap in the field, unfiltered.
Why it mattersSurveys capture the customer's perception; mystery shopping verifies real behavior against your standard. Together they close the loop between what is felt and what is done.
What it's forTo audit compliance with the service protocol, compare branches and spot where the standard breaks down before the customer feels it.
What problem it solvesIt replaces 'we think we serve well' with objective, comparable evidence, a snapshot of service exactly as it happens.
What's included
Trained evaluators
Profiles that match your real customer and follow a script for consistent evaluation.
Multichannel coverage
Store and branch, call center, web, app and delivery, depending on your touchpoints.
Branch comparison
Rankings and benchmarks across branches to focus management where it is most needed.
Supporting evidence
Detailed record of each visit to back up findings and action plans.
From audit to improvement
Connects findings to training and follow-up to close the gaps.
FAQ
Questions about Mystery Shopper
What's the difference between mystery shopper and a satisfaction survey?
The survey measures the real customer's perception; mystery shopping measures compliance with the standard using a trained evaluator and an objective checklist. They complement each other.
Is it useful to compare branches?
Yes. One of its biggest strengths is comparing locations under the same checklist and generating actionable rankings.
Which channels can it cover?
Store and branch, plus remote channels like call center, web, app and delivery.
How often should it be measured?
We recommend periodic waves (monthly or quarterly) to track evolution and sustain the standard over time.
Let's talk
Ready to truly listen to your customers?
We'll show you how an ADA LAB CX and Voice of Customer program looks on your own data.
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