Shoppers Confidential designs custom mystery shopping programs that provide valuable insights into your retail operations. Every retail business has unique processes and customer service standards that directly impact its success. Our mystery shopping services help ensure that your employees follow these processes while delivering an outstanding customer experience. Additionally, we offer customer satisfaction surveys, which can be used independently or in combination with our mystery shopping services to give you a full view of your store’s performance.

Our experienced mystery shoppers will conduct comprehensive site audits, surveys, and evaluations of your retail business. Using advanced technology, we generate detailed reports, charts, and key insights into how your business operates from the customer’s perspective. With these data points, we help you develop an actionable plan for improvement, all of which is delivered conveniently to your smartphone or tablet.

Key Benefits of Our Retail Mystery Shopping Programs:

Monitor Customer Experience:
Gain valuable insights into how your staff engages with customers. Our mystery shoppers evaluate customer interactions, ensuring consistent, high-quality service that aligns with your brand’s standards.

Assess Compliance:
Ensure your employees follow legal requirements and store policies, particularly if your business involves regulated products like alcohol, tobacco, or vaping items. We verify that age verification protocols and product handling procedures are followed to protect your business and customers.

Identify Gaps in Service:
Uncover areas where service may be lacking and develop strategies to improve. Our mystery shoppers identify issues, whether it’s slow service, insufficient product knowledge, or failure to meet customer expectations.

Competitor Intelligence:
Stay ahead of the competition with our Competitor Intelligence Program. We send mystery shoppers to your competitors’ stores to analyze their customer service, pricing strategies, and overall experience. With these insights, you can refine your approach and gain a competitive edge in the marketplace.

Employee Performance Monitoring:
Ensure your employees adhere to your company’s policies and meet performance standards. Whether it’s customer service, compliance with store procedures, or product knowledge, our mystery shopping reports provide an accurate and detailed assessment of staff performance.

Actionable Reporting:
Receive detailed and easy-to-understand reports that break down your store’s performance. We use superior technology to generate charts and data that give you a clear view of customer service, compliance, and operational efficiency. These insights are delivered directly to your mobile device, enabling you to quickly implement action plans for improvement.

Detailed Retail Mystery Shopping Services

1. Customer Sales & Service Audits

Our trained and certified mystery shoppers visit your retail store as regular customers. They report on every aspect of the customer experience, from initial greetings to checkout. The audit provides an objective and accurate assessment of your business from the customer’s perspective, allowing you to identify areas where improvements can be made.

2. Compliance Program

If your retail store sells regulated products such as alcohol, tobacco, or cannabis, compliance is critical. Our mystery shoppers evaluate whether employees are following ID verification procedures, handling products properly, and adhering to legal guidelines. This ensures that your business remains compliant with local and federal laws, protecting you from fines and penalties.

3. Competitor Intelligence Program

Gain insights into your competitors’ strategies with our Competitor Intelligence Program. Our mystery shoppers visit competing retailers to assess their customer service, pricing, and overall experience. This allows you to stay one step ahead by refining your approach based on real-world competitive data.

4. Online Comment Cards

Collect customer feedback more efficiently by transitioning from traditional paper comment cards to digital ones. Our online comment card service makes it easier for customers to provide valuable feedback, which can then be compiled into reports and analyzed for actionable insights.

5. Decoy Agent Shops

For businesses that sell age-restricted products, our Decoy Agent Shops take compliance checks further. A mystery shopper of legal age (the agent) and a minor (the decoy) visit your store together. This program assesses whether your employees are inadvertently selling age-restricted products to minors when accompanied by someone of legal age.

6. Telephone Customer Service Evaluations

Your phone interactions with customers can set the tone for your business. Our telephone evaluations assess how your employees handle customer calls, checking for professionalism, helpfulness, and sales skills. These evaluations are especially valuable for call centers and customer service departments.

7. Employee Rewards Program

Motivate your team with our Employee Rewards Program. After a mystery shopping visit, employees who demonstrate exceptional service can be rewarded on the spot or at a later date. This program boosts morale and encourages consistent, high-quality service from your staff.

8. Employee Satisfaction Surveys

Your employees have valuable insights into how your business operates. Our Employee Satisfaction Surveys gather feedback from staff, helping you identify areas where morale or operations could be improved. These surveys can be administered anonymously or otherwise, depending on your preference.

9. Website Evaluations

Ensure your e-commerce platform is as efficient and user-friendly as your brick-and-mortar location. Our certified mystery shoppers evaluate your website’s usability, from the checkout process to ease of navigation, ensuring that it meets the needs of your customers and promotes conversions.

10. Voice of the Customer Program

In addition to mystery shopping, our Voice of the Customer Program collects real-time feedback from your in-store customers. This data gives you an even deeper understanding of the customer experience, helping you fine-tune your services and improve customer loyalty.

11. Social Reputation Management

Managing your online reputation has never been easier. Our Social Reputation Management program correlates online reviews with mystery shopping results, giving you a complete view of customer feedback. You can respond to reviews, reward top-performing employees, and implement improvement strategies across your business—all from a single portal.

Shoppers Confidential is your partner in improving the customer experience, maintaining compliance, and staying competitive in the retail sector. With our comprehensive mystery shopping programs, you can gain the insights needed to make informed decisions that drive your business forward.