Healthcare, Dental & Clinic Mystery Shopping

Certified shoppers contact your practice as prospective patients or clients by phone, online booking or in person, then report on how easy it was to get an appointment, the welcome at the front desk, wait times, how clearly services and costs were explained, and any follow-up. You see what new patients experience at each location.

A mystery patient is a certified shopper who poses as a prospective patient or client. In healthcare, mystery patient, medical secret shopper and mystery shopper all describe the same thing.

Yes, when the program and reimbursement allow it. Shoppers have completed dental cleanings, med spa treatments, lab visits and drug testing as part of their visit. Other programs focus on the experience around care, such as booking, the front desk, wait times and consultations. We set the scope with you before any visits begin.

Dental, hearing, optometry and eyewear, physiotherapy and chiropractic, medical and walk-in clinics, pharmacies, laboratories and testing centres, cosmetic clinics and med spas, and veterinary clinics, across Canada and the US.

Yes. Phone shops check whether calls are answered, how long callers wait, how bookings and questions are handled, and whether the caller is offered an appointment. Calls can be recorded where the law permits, so you can hear them yourself and use them for coaching.

Yes. Confidential competitor shops compare pricing, appointment availability and the new patient experience at other practices, without naming your brand on the project.

Shoppers report only on their own experience as a patient or client. For details on how we handle data, see our privacy policy.

Yes. Our bilingual team designs, schedules and reports programs in English, French or both, across Canada and the US.