About Shoppers Confidential

In 2005, two entrepreneurs founded Shoppers Confidential around a simple belief: businesses can’t improve what they can’t see.

More than two decades later, that idea has evolved far beyond traditional mystery shopping. Today, we help organizations understand what’s really happening across the customer journey, from human interactions on the front line to digital experiences and increasingly, AI-powered customer interactions.

As customer experiences evolve, so does what needs to be measured. Human, digital or AI; if it touches your customer, it should be tested, measured and improved.

We call it Frontline Intelligence.

Whether you are a franchise company with multiple locations, a network of corporate locations, a service organization or an online business, we are here to support you in creating actionable data from your business experiences.

With offices in Toronto, Edmonton, and Ottawa, and clients across the globe, Shoppers Confidential is a full-service customer experience management firm specializing in Frontline Intelligence, operating as a bilingual Canadian company in both English and French.

We deliver mystery shopping, employee satisfaction surveys, competitor intelligence, internal and external audits, and a 360° view of your business from the outside in.

We are proud members of MSPA Americas, the CFA, and the BBB. Our work meets the highest industry standards. At our core, we are still doing what we set out to do: help businesses build trust through insights.

Our Mission

To empower organizations with the feedback and intelligence they need to elevate customer experience, build loyalty, and operate more effectively.

Our Vision

To be North America’s trusted partner in customer experience, helping brands grow through transparency, accountability, and insight.

Our Manifesto

We believe in the power of perspective. When businesses understand their customers, real change follows. We don’t just deliver data. We deliver action. Our programs are built to shift performance, improve operations, and build trust that lasts.

Meet the Core Team

We’re a small but mighty group of Customer Experience (CX) analysts, program strategists, and logistics pros. From designing bespoke mystery shopping programs to managing our network of on-the-ground evaluators across Canada and the US, every member brings deep expertise and energy to the table. We’re united by our passion for extracting actionable Frontline Intelligence, and by the belief that great data (and good coffee) goes a long way.

The core team relies on the Independent Contractors who work with us in Fieldwork Administration, Validating, and Editing. And of course, all of the frontline intelligence agents, operating as Independent Mystery Shop Contractors, who complete the ground-floor secret shopping missions.