Mystery Shopping for companies - online, offline, omnichannel

Would you like to start a Mystery Shopping program?

Start your mystery shopping program with one of the world's only full-service digital customer experience agencies

Keep an eye on all sales channels! Analyze your customer journey.

How is your customer's shopping experience?
Do you meet all their needs?

Are there additional customer wishes you don't know yet?

All of these questions can be answered through mystery shopping.

Book a free and non-binding consultation

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Brands and Clients

Our programs drive results at a wide range of leading global companies:

How well do you know your customers?

Do you know what they need at every step of their journey with your brand? Do you know if you are actually satisfying those needs?

Mystery Shopping paints a complete picture of your customer’s needs, their real-world experience of your brand, and what you must do to close the gap between the two. You will understand your customers and learn what practical steps you can take to turn them into loyal, repeat customers and brand advocates.

Our Mystery Shopping engagements follow a proven, well-established process to collect, measure, and derive actionable insights from individual interactions between your brand and your customers. We combine over 1,000,000 professional Evaluators with the latest analytics to produce accurate, informative, bespoke reports that you can immediately put to work to improve your customer’s experience.

Build Satisfaction, Engagement, and Loyalty at Every Customer Touchpoint.

Mystery Shopping: Key Benefits

Perfect Your Customer’s Experience: Rapidly find and fill gaps at each of your customer touchpoints.
Create Raving Fans: Improve your products, services, and support and turn customers into advocates.
Improve Your Brand ASAP: Learn how to transform your customer experience in just two days.

Why Mystery Shopping?

Mystery shopping gives you exclusive insights into how your customers perceive the shopping experience. What experiences do customers have with the company, brand, and employees? To what extent does this experience differ from expectations, and what do you need to do to close this gap? Mystery shopping helps to understand which practical steps need to be taken to turn customers into fans who not only come back repeatedly but also recommend the company to others.

How does Mystery Shopping work? What is the process?

Mystery shopping at ISC-CX is incredibly simple: just fill out the contact form, and one of our experts will get in touch with you. Together, we will develop the problem statement and create a mystery shopping strategy based on your goals - either globally or in selected markets. After a short time, the project can start, and you can see the current status in your personalized dashboard. You can react to the results in real-time and make on-site adjustments.

Who conducts Mystery Shopping?

ISC-CX has access to a panel of more than 1.2 million customer experience testers in 140 markets. The trained service testers use the ISC-CX mobile app for their evaluations, which ensures high-quality and highly efficient data collection. It meets the latest security standards and is equipped with artificial intelligence for data analysis.

How much does Mystery Shopping cost?

The prices of Mystery Shopping are individual and depend on the scope of the project. In general, Mystery Shopping projects can start with small amounts, depending on what you want to check and how many locations you want to include. A global Mystery Shopping project with a uniform survey design is, for example, very scalable.

The costs of Mystery Shopping consist of the fee for the service tester, the cost of setting up a questionnaire, the evaluation via dashboard, and the derivation of improvement proposals.

To which companies/industries is the offer aimed at?

Mystery Shopping is possible and meaningful in almost all industries. For example, in the fast-food industry, to collect uniform standards in branches worldwide, in the luxury sector, to ensure the exclusivity of the customer experience. In the automotive sector, to enable a uniform shopping experience, as well as in the banking and service sector, to ensure the best possible advisory quality. Mystery Shopping also brings many advantages in retail to identify training needs, for example.

Since many years ISC-CX and Nespresso Global Trade are working together not only to measure proper execution of our quality standards both in Physical and Online retailers, but to constantly improve the way we interact with our clients, making their customer experience different with us.

As partners, we share the same view on our a long lasting relationship built on trust, transparency and constant willingness to improve – from strategy to execution and success measures of our Programs.

Anthony Duval Global Trade Shopper Experience & Community Manager

ISC-CX designed and implemented a tailor-made, intelligent and efficient solution via their crowdsourcing platform within a very short timeframe. ISC-CX is a reliable partner who is constantly optimizing and offering new solutions to us.

Andreas Diener Relationship Manager

We're happy with the quality of service provided to evaluate the experience of our mall-goers, allowing us to further fine-tune the selling ceremony. Detailed reports allow our top management and store managers to get real feedback on the quality of service delivered in our stores, and compare results from year one and beyond.

Lydia Drevon Center Director

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