About Shoppers Confidential

In 2005, two entrepreneurial sisters set out to build something different. Not just a business, but a company rooted in impact, insight, and just the right amount of fun.

Armed with a passion for customer experience and a sharp eye for the details most people miss, they launched Shoppers Confidential to help businesses see themselves through their customers' eyes. From franchisors and national brands to local shops, their mission was simple: improve customer experiences, one interaction at a time.

What set them apart was a deep belief in the human element.

Exceptional service isn’t just good business. It’s essential. They paired smart, easy-to-use technology with a vast team of mystery shoppers (the undercover heroes of customer experience), to capture actionable insights and data, paired with honest feedback that businesses could build on.

As the company grew and life evolved, one sister continued the journey. Today, she leads Shoppers Confidential with the same creativity, empathy, and customer-first mindset that started it all. The business has embraced remote work, offering the core team true flexibility and balance. At the same time, it continues to offer fun and flexible opportunities for secret shoppers who want to explore, observe, and sometimes snack, all in the name of better service.

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 in both English and French as a bilingual Canadian company. 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.