RETAIL MYSTERY SHOPPING
Mystery Shopping for Retail
Optimize CX, Ensure Compliance, Drive Sales
During our 35 years of retail mystery shopping, we have audited tens of thousands of retail locations throughout the US and beyond. Our expert retail secret shoppers have helped some of the world’s most iconic and luxurious brands align and develop their customer experience across world-wide retail operations.
With over 600,000 retail mystery shopping agents globally, we can partner just as easily with startups as multinational businesses.
Instore Secret Shopping Specialists
Retail mystery shopping expertise
Customer Service Evaluation
Ensure your frontline staff provide customers with the level of service you would expect. Our retail evaluation services can assess your employee's helpfulness, levels of knowledge, their speed to offer assistance and much more.
Aligning Customer Experience
For a larger business, assessing CX consistency across all locations can be impossible to self-audit, but our mystery shopping service makes it simple. Ensure staff uniforms, store layouts, promotions, upsells and loyalty programs are consistent across the board.
Researching Customer Intelligence
Get a glimpse into the minds of your customers. We offer a range of customer intelligence tools, including customer surveys and intercepts, telephone recordings, NPS and Customer Journey Mapping to help you maximize conversions and increase brand advocacy.
Investigating Competitors
Gather intelligence on your industry rivals to remain ahead of the curve and maximize your market share. Our mystery shoppers can investigate competitor product and service quality, pricing strategies, promotions and more.
Employee Engagement
By gaining insights on your staff engagement levels you can make changes to improve satisfaction, productivity and customer interactions, as well as reducing staff turnover.
Ensuring Consistency
Our mystery shoppers can be used to assess whether your stores are up to your brand's standards. Are products available? Are promotions and offers extended to customers who qualify for them? Is store layout as it should be?
Retail Mystery Shopping Benefits
How We Can Help You
There are as many benefits to be gained from retail mystery shopping as there are KPIs to measure. Here are a few of the most impactful ways our shoppers can transform your brand.
Improved Customer Satisfaction
By getting a view of your brand from an outside perspective, you can make more informed changes to improve customer satisfaction.
Brand Experience Alignment
With over 600,000 mystery shoppers worldwide, we can assess the customer experience in all your locations, and provide the information you need to create a consistent experience across the board.
More Efficient Training
Identifying the weaker areas of your customer experience can reveal room for improvement in your training materials. The result is improved training outcomes and more skilled staff.
Improved Legal & Franchise Compliance
Our mystery shoppers can record areas of your operations that are in breach of legal or franchise requirements. This can help you make changes to avoid these breaches becoming grounds for legal action.
Enhanced Operational Efficiency
The range of KPIs that can be measured by our mystery shopping initiatives can help you identify ways to streamline your processes and improve overall efficiency.
Brands we have worked with
Retail Mystery Shopping Services
We work with you to identify the areas of your retail business and services you wish to optimize and the KPIs around them you wish to measure. Our insights are impartial, analytical and backed by evidence-based rigorous data intelligence.
We create a tailored mystery shopping program that is bespoke to the requirements, expectations and intended experience of your brand. We offer direct guidance through collaboration and consultation.
SEC retail auditors are pre-armed with in-depth information about your business and industry, then tested to verify they have absorbed it fully.
We deploy our fully-trained mystery shoppers to your business to measure your specified KPIs and record their findings. These agents hand-picked to be in-line with your target demographics.
Our secret shoppers can feed back on their findings through our proprietary reporting systems, allowing you to make necessary changes to address any issues identified.
Once your changes have been implemented and have taken effect, our retail mystery shoppers can be redeployed to appraise how successful they've been and how well decisions at the executive level translate to improvements at the customer-facing level.
FROM THE BLOG
The Importance of Brand Perception
Discover how brand perception drives business growth, customer loyalty, and market success with expert insights to boost your business's potential.
Employing a Mystery Shopping Company: Everything You Need to Know
Companies who partner with Mystery Shopping Agencies can enhance customer experience, improve retention, and increase their revenues. Learn how here.
First Impressions Matter: How Mystery Shoppers Evaluate Your Fashion Retail Store
Discover how mystery shoppers evaluate your fashion retail store, from curb appeal to checkout efficiency. Uncover surprising insights in our blog.