Mystery Shoppers
What is hidden customer service?
Our hidden customer service reveals what real customers experience – for real.
We send professional inspectors who pose as regular customers, and perform a systematic examination of key parameters in the business: service, professionalism, response times, visibility, order, cleanliness, operations, and more.
Each review is documented with a smart comparative questionnaire and sometimes accompanied by a hidden camera.
This way, we provide you with an accurate, unfiltered view of the customer experience in your business: what works great, and what needs improvement.
We analyze the findings and you receive recommendations and insights.
Types of controls
Covert telephone monitoring
Covert telephone monitoring checks the quality of service in a real conversation, which is recorded and allows the customer to hear the entire process for themselves.
Covert surveillance filmed
Covert monitoring with a hidden camera reveals the truth as it is – live video that presents a real customer experience, without filters.
Frontal hidden customer
A frontal hidden customer examines the service experience with real eyes, reports online, and provides insights for immediate and accurate improvement.
Competitor research
Competitor research provides you with essential business information about prices, service, work methods and other parameters – to improve performance and gain a competitive advantage.
Accessibility controls
Accessibility controls examine compliance with accessibility laws: physical, service, occupational, and communication – including preventing discrimination and improving the customer experience.
Undercover worker
An undercover employee integrates into the organization, learns the culture from the inside, and reports on processes, embezzlement, abandonment, and opportunities to improve service and team conduct.
