Shoppers Confidential works with venues and organizations across Canada and the US to conduct comprehensive mystery shopping audits for sporting and entertainment events. Our audits provide detailed insights into customer experiences, allowing your venue to improve service, identify potential issues, and maintain a competitive edge. Whether it's a major league sports event or a large-scale entertainment show, understanding your audience's journey is crucial for success.

We use state-of-the-art software to generate reports, which are made available within 48 hours of each mystery shop. This data is accessible 24/7 via our secure portal, giving you the flexibility to analyze and act on the findings when it suits your schedule.

Mystery Shopping & Customer Experience Services We Offer

1. Customer Sales & Service Audits

Our certified mystery shoppers act as your eyes and ears, visiting your venue as typical customers and reporting on every aspect of their experience. From transportation to parking, event seating to concession services, our audits can evaluate any area you choose. We’ll design a custom survey with you to ensure we capture the insights most important to your venue’s success.

Do you truly know what happens at your venue when you're not around? Our mystery shoppers can even pose pre-designed or spontaneous questions to test your staff’s knowledge, friendliness, and problem-solving abilities. We provide detailed reports broken down by department or as one comprehensive overview, tailored to your preferences. With each evaluation, our vetted shoppers, who undergo specialized certifications, ensure accurate and reliable feedback.

2. Action Planning

Once your mystery shopping results are in, the next step is to implement changes seamlessly. With our action planning tools, corrective actions are automatically assigned to specific team members when deficiencies are detected. These tasks are tracked in real-time within your portal, allowing you to monitor the implementation of changes and ensure lasting improvements. Follow-up audits can also be scheduled to assess the effectiveness of these actions and prevent recurring issues.

3. Competitor Intelligence Program

In the competitive world of entertainment and sports, knowing how your rivals operate can give you a crucial advantage. Our Competitor Intelligence Program sends mystery shoppers to your competitors' venues to evaluate their strengths and weaknesses. With this data, you can adjust your strategies, refine your guest experience, and stay ahead of the competition. Whether it’s ticketing systems, customer service, or event atmosphere, we’ll provide you with the insights needed to maintain your competitive edge.

4. Integrity Program

Shrinkage and employee misconduct can severely impact your bottom line. Our Integrity Program is designed to identify potential issues such as theft, non-compliance, or unethical behavior within your venue. By working closely with you, we create a tailored program to uncover these concerns and provide you with solutions to mitigate risks. From undercover shopper evaluations to internal audits, we help ensure the integrity of your operations.

5. Online Comment Cards

Encourage more feedback by offering customers the convenience of online comment cards. Traditional paper methods are outdated and limit participation, but our digital platform allows guests to easily share their experiences via mobile devices or computers. These online comments are automatically compiled into detailed reports, providing you with real-time feedback that can be used to make quick adjustments.

6. Telephone (Customer Care) Evaluations

Often, a customer's first point of contact is over the phone. Ensuring that your team handles calls professionally and courteously is vital, especially when answering ticketing inquiries or service requests. Our Telephone (Customer Care) Evaluations assess the greeting, tone, helpfulness, and problem-solving skills of your staff during inbound calls. Recorded evaluations can be used for training purposes, allowing you to refine your team’s phone etiquette and improve customer interactions right from the start of the customer journey.

7. Employee Rewards Programs

Motivate your staff and enhance performance with our Employee Rewards Programs. Based on the results of mystery shopping evaluations, employees can be recognized and rewarded for outstanding service. Whether the rewards are given on the spot by the mystery shopper or at a later time, this program helps foster a culture of excellence and reinforces positive behaviors among your team.

8. Employee Satisfaction Surveys

Keeping your employees happy is just as important as keeping your customers satisfied. Our Employee Satisfaction Surveys offer a confidential way for your staff to share feedback on their work environment. Whether it’s ideas for improving morale or suggestions for increasing sales, these surveys provide invaluable insights that can strengthen your employer-employee relationship. Tailored to your needs, surveys can be administered anonymously or with employee identification, depending on your preference.

9. Website Evaluations

In today’s digital-first world, your website is often the first touchpoint for potential customers. Our Website Evaluations assess every element of your online presence, including ease of navigation, booking processes, and overall user experience. Combined with omnichannel evaluations, these audits ensure that your website aligns with your brand’s promise and delivers the seamless experience your guests expect.

10. Voice of the Customer (VoC) Program

Understanding your guests' experiences is key to creating lasting impressions and encouraging repeat visits. Our Voice of the Customer (VoC) Program gathers direct feedback through multiple channels, including QR codes, email links, kiosks, and integration with your POS system. These valuable insights help you refine services, address concerns in real-time, and continuously improve the overall experience for your visitors.

11. Social Reputation Management

In the age of online reviews, managing your venue’s social reputation is critical. Our Social Reputation Management system integrates mystery shopping results with online customer reviews, giving you a complete picture of how your venue is performing. You can respond to reviews, identify areas that need improvement, and celebrate your team’s top performers. This all-in-one portal allows you to track social feedback, mystery shopping results, and employee performance to create a cohesive strategy for boosting your venue's reputation.

Why Choose Shoppers Confidential?

Shoppers Confidential provides comprehensive mystery shopping and compliance services that help sporting and entertainment venues elevate their customer experience, enhance staff performance, and stay competitive. With customizable programs, certified shoppers, and cutting-edge technology, we offer a complete solution for improving your venue’s operations and driving guest satisfaction.

Key reasons to choose Shoppers Confidential:

• Tailored Programs: Every mystery shopping program is customized to meet your venue’s specific needs and goals.
• Certified Shoppers: Our highly trained and certified shoppers provide reliable, detailed feedback to ensure accurate insights.
• Real-Time Reporting: All reports are available within 48 hours, with 24/7 access to your data for timely decision-making.
• Actionable Insights: Our action planning tools turn feedback into real improvements that boost customer satisfaction and operational efficiency.

Improving and enhancing the customer experience for your loyal fans.

In the highly competitive world of sporting and entertainment venues, delivering exceptional customer experiences is essential for success. With Shoppers Confidential’s customized mystery shopping programs, you’ll gain the insights needed to optimize your operations, enhance customer satisfaction, and keep your guests coming back for more. Contact us today to learn how we can help your venue stand out and succeed in this dynamic industry.