Mystery Shopping and Service Audits
Know Exactly What Your Customers Experience
Mystery shopping (secret shopper) programmes and service audits that score every touch point against your service standards, for businesses across Jamaica, the Caribbean and the United States.
How It Works
In Person Visits
Trained shoppers visit your locations as everyday customers and score each interaction.
Telephone Calls
How quickly calls are answered, the greeting, product knowledge and how the call ends.
Email and Chat
Response times, tone and accuracy across your written channels.
Social Media and Messaging
How your team responds when customers reach out on social platforms.
Scorecards by Location
Location level scorecards that show exactly what to fix first.
Service Audits
A full assessment of the physical location, the entrance, staff knowledge and the ease of doing business with you.
Why Organizations Choose This Research
- Every programme is customized for your organization based on your specific needs and your service standards
- Certified mystery shopper with the Mystery Shopping Providers Association
- Trained shoppers matched to your customer profile
- Detailed reports and scorecards with clear recommendations
- Trusted by financial institutions across Jamaica and the Caribbean
Frequently Asked Questions
What is mystery shopping?
Trained shoppers pose as everyday customers and visit, call, email or message your business. They score each interaction against your service standards, so you see your customer experience exactly as your customers do.
How often should mystery shops happen?
Most clients run shops monthly or quarterly, so they can track progress and reward the teams that improve.
Will our staff know who the shoppers are?
No. Shoppers behave like everyday customers so you see the experience your customers really receive.
What is included in the report?
Scores for every touch point, comments from the shopper, results by location and clear recommendations on what to fix first.
Do you work with small businesses?
Yes. Programmes are customized for one location or for multiple branches across a country or region.
How do we get started?
Book a free 30 minute CX strategy conversation. We will talk through your goals and I will recommend the right next step for your organization.
Ready to turn customer experience into retention, reputation and revenue?
Book a free 30 minute CX strategy conversation and leave with clear next steps for your team.