Mystery Shopping Services

For over 35 years’ Service Evaluation Concepts have been industry specialists in measuring the human dimension of the world’s leading brands. Our reputation is built on innovation, clarity and actionable data insights that make a continual difference to our clients' bottom line.

We focus on the unique needs of the client, from industry to industry, applying our collective experience to each and every program we manage. We consciously seek out companies who are leaders in their industry and who have a commitment to employee and customer engagement and satisfaction.

Secret shopper services

Our Clients

Committed to Strong Partnership

Across our 35 years’ of experience, we’ve represented companies and brands of all sizes, across a variety of different industries, sectors and verticals. From Fortune 500 firms to burgeoning startups, our services have supported businesses seeking to deliver on their brand promise.

Our guidance, resources and tools have driven tangible ROIs for businesses across the globe. From banking and financial services to restaurants and fine dining; we apply a unique lens to every brand partner, generating meaningful results that make a genuine difference to their specific requirements and bottom-line.

Industries we work with

Since 1987, we've supported brands from a variety of industries, sectors and multi-national locations.

Our Partners

See why they love it so much

Our services have driven performance, engagement and conversions forward for some of the world’s most recognizable brands.
barneys new york logo

“The main reason we decided to start a mystery shopping program was to ensure each customer was receiving the same level of service consistently. An unexpected benefit of the program has been learning how we may be perceived by our customers; specifically insights into intangibles like attitude, friendliness, sense of urgency to assist, etc. We have learned you can achieve the perfect shop, but still not be creating an environment where customers want to come back time and again. We have SEC to thank for this.”

Barneys New YorkMichelle Focarazzo, Vice President of Customer Service Development.
macys logo square

“We used a variety of vendors in the past but SEC is, by far, the best around for mystery shopping services. We know we’re difficult to work with, some might call us high-maintenance, but in the beginning, SEC took the time to really understand what we were looking for. They put in a lot of extra time and took a strong and solidified approach to our needs. Their online reporting is clear and timely, and the response from SEC is always extremely fast.”

Macy'sMary Lou Benjamin, Director Customer Service
juniper logo

“By using mystery shopping we’ve been able to measure an uptake in customer service quality, as well as increase in field staff satisfaction. We use the fact that we work with SEC as a selling point when going after new business. Our people in the field feel more educated rather than intimidated by the process. SEC does a fine job, and is incredibly responsive. We worked with many of their competitors who were not nearly as responsive to our needs. SEC is and will always be our first and only choice.”

JuniperJim Lewchuk, Event Marketing Manager
genworth logo

“SEC’s service is a very important part of our compliance efforts, and is head and shoulders above what we were able to do ourselves. They are always very responsive and their online reporting saves us hours of time. SEC helps us keep a finger on the pulse of the trends across our business.”

Genworth FinancialCarol Mueller, Compliance Auditor.
roundys logo

“Mystery shopping is a key way in which we understand how our stores are [or are not] meeting our operational expectations. Mystery shopping feedback brings the REAL shopping experience front & center, as opposed to when employees are on their best behavior when management comes to visit. SEC has been the absolute best resource we have ever employed for this important task.”

Roundy’s Caroline Roe, Director of Marketing Research.
BlueCross BlueShield of Western New York

“Service Evaluation Concepts (SEC) provides covert services to support our government business operations. Their commitment to service is always consistent. Services are performed as outlined and reports are provided as designated. The experience exceeds expectations. SEC is quick to respond, polite, and professional in communicating and relaying information, always flexible and responsive to inquiries where additional detail may be warranted. SEC goes above and beyond to satisfy our customer needs."

BlueCross BlueShield of Western New YorkMichele LoPorto

Our Work

Mystery Shopping Specialists


Mystery Shopping

Deploying An International Mystery Shopping Program


Compliance Audits

Ensuring Firearm Regulations Were Being Complied With


Compliance Audits

Investigating Whether Distributors Were Meeting Expectations

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.