Driving Experience and Satisfaction Forward With Meaningful Insights


By partnering with Service Evaluation Concepts, brands invest in a Return on Intelligence™. Our data quantifies and provides rich, valuable insights that enable partners to manage what they’re looking to measure, refocus or improve.

Service Evaluation Concepts The Outcomes Guidance

The No.1 thing that has made us successful by far is obsessive focus on the customer.

Jeff BezosFounder - Amazon


Verified Return on Intelligence™

Service Evaluation Concepts is built on strong partnerships. Our tailored, custom-built solutions are designed to deliver a direct Return on Intelligence™, with meaningful insights into human capital (employee performance and customer experience) through evidence-based research.

Reporting into our Enterprise Feedback Management System (EFMS), our Brand Agents assess every touchpoint in the customer journey, delivering verifiable, authentic insights into Brand Value Proposition. Stakeholders are then able to draw conclusions from this data, with a view to making informed decisions that drive engagement, satisfaction rates and improved conversions.

Need something more specific? Our experts can guide organizations through the process with consultancy sessions, viable research methodologies and impartial advice based on 35 years of impactful research.


Benefits of working with
Service Evaluation Concepts

Improve Customer Experience

Improve the customer’s experience

Ensure Compliance

Ensure adherence to compliance, protocol and legal procedures

Improve Customer Loyalty

Improve customer loyalty and NPS

Employee Satisfaction

Enhance employee satisfaction and Engagement rates


Success Stories



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


Ready to Understand the Human Dimension of your Brand?

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Phone Number: 516-576-1188

Business Hours

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