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We agree the scenario and questionnaire, match a shopper to the brief and review their observations. Reports score against the agreed standards, include relevant evidence where permitted and identify improvement priorities. Location comparisons and repeat assessments can be commissioned as part of your scope.
Explore a fictional venue assessment with example criteria, observations, scores and improvement actions.
Illustrative sample — not an actual client assessment.
Assessments are observational customer-experience evaluations. They are not regulatory audits, legal advice or compliance certification.
Mystery shopping is an agreed customer scenario carried out by an independent observer. A structured report records what happened against your service standards, rather than relying on a general impression.
We discuss your objectives, agree the locations, scenarios, questionnaire and visit windows, then match shoppers to the brief. Reports are reviewed before release so your team can identify priorities and plan follow-up assessments.
An assessment can cover enquiries, welcome, needs discovery, communication, service delivery and follow-up. The brief defines what the shopper can reasonably observe; assessments are not regulatory audits or compliance certification.
Matching considers the location, language, availability and relevant sector experience needed for the scenario. Suitability and potential conflicts are checked before an assignment is confirmed.
Multi-location projects can use a common questionnaire and scoring approach for meaningful comparisons. Locations, languages, visit volumes and practical coverage are confirmed during scoping, not assumed in advance.
Yes. We discuss shopper recruitment, matching, scheduling and fieldwork coordination around the agency's brief. Reporting in the agency's own system can be agreed as part of the project.
Each project is quoted individually after discussing locations, visit frequency, scenarios, reporting and coordination requirements. The scope and charges are agreed before work starts; there are no fixed packages listed here.
Every engagement is quoted individually after a short, confidential conversation about your locations, standards and goals.