Dedicated To Brand Experience

Helping Businesses Manage What They Expect

We believe that customer and employee sentiment are the most important assets of any business. The future success of your organization is written in the everyday experiences of your employees and customers. At Service Evaluation Concepts, that is our passion: to elevate brand experiences and service standards at every touchpoint in the customer journey.

Secret shopper services

About Us

Ask. Analyze. Act.

Service Evaluation Concepts provides powerful and effective customer experience optimization resources to some of the best-known brands in the world.

Our unique service evaluation audits help our clients to monitor customer and employee experiences at every touchpoint. Our insights pinpoint actionable opportunities to improve customer satisfaction, build brand loyalty and increase sales revenue.


Dedicated to understanding how humans interact with brands

Our Mystery Shopping agency combines industry-leaders in the customer experience field with powerful analytics and global coverage. 

We have over 35 years experience serving companies from all industries, including: healthcare, manufacturing, banking, education, and more. We’ve helped businesses of all sizes, from Fortune 500 firms to local stores seeking to deliver on their brand promise.

Our Story

Founded in 1987

Service Evaluation Concepts set out from humble beginnings. Dissatisfied with the flawed secret shopper services available, founder Pat Lieboff saw a clear opportunity in the market. Service Evaluation Concepts was born with a laser focus on improving service standards by measuring every touch point of the customer journey: over the phone, on the web and face-to-face.


The First Mystery Shopping Operatives

The journey started the following year, as the business issued its first mystery shoppers into Gimbels, a flagship store in Midtown Manhattan, NYC. Success quickly followed in 1990, sparking a number of fruitful client partnerships with the regional Bloomingdale, Jamesway, Caldor and Woolworth department stores.


A Foothold In the Market

However, it wasn’t until 1991 that Service Evaluation Concepts truly secured a foothold in the market. The year brought monumental successes for the business, adding esteemed, world-renowned clients such as the entire Richemont Group and Cartier to the fold - the latter of which would blossom into a global partnership in 2000.


Exponential Expansion

By the early 2000s, Service Evaluation Concepts had built a strong, reliable client base of global partners. Among these were names such as Estee Lauder, Kroger Supermarkets, General Motors, and Burberry Worldwide. The business also supported the formation of the International Mystery Shopping Alliance (IMSA). By 2005, this partnership was driving over 3 million mystery shops worldwide, with net-new business from Louis Vuitton, Gucci and Panerai.


Continuing to Flourish

The latter half of the 2000s saw the addition of LEGO to the business’s portfolio. Service Evaluation Concepts also collaborated with the Center for Medicare & Medicaid Services (CMS) to assess the legal compliance of their healthcare insurance marketing. The business reached an impressive breakthrough with the acquisition of Frontline Focus International in 2019, and expanding to overseas operations in Thailand in 2020.


Today's Presence

Today, Service Evaluation Concepts provides worldwide coverage, with high-quality engagement and service standards. We provide bespoke platforms for all projects that are easily adaptable, whether the project is ad hoc, one-off or ongoing. Service Evaluation Concepts already has a network of over 600,000 mystery shoppers worldwide that are crowd-sourced demographically and conduct approximately 2 million+ visits annually.

Ready to Understand
Ready to Understand the Human Dimension of your Brand?
Contact us today
Let’s Talk

Phone Number: 516-576-1188

Business Hours

Open 5 days a week from 8am to 5pm.