Smart people
embrace feedback

mystery shopping

compliance research

interne audits

mystery shopping

Secret View is one of the leading feedback platforms for retailers and hospitality businesses. With our worldwide community of over 65,000 mystery shoppers and the best dashboard in the industry, we accurately map customer journeys, processes, and experiences.

Smart people embrace feedback

Secret View collects feedback on customer journeys, customer processes, and customer experience for your retail or hospitality brand. This way, you can monitor how all touchpoints in the customer journey are functioning and how customers perceive them. We do this with customer experience research, internal audits, and compliance research.

With Secret View, you enable your employees to continuously learn and develop themselves into the best version of themselves.

Recognizable?

Do these questions sound familiar to you? Then Secret View is for you!

How do I make my training effective?


With our data, you know exactly who in the organization needs what. No more one-size-fits-all training. This is your one-way ticket to modular training.

How do I measure if we're making progress?

Measure continuously, adjust where needed, and give compliments. In our dashboard, you immediately see the top performers and where there's room for improvement.

How do I create awareness of my employees' actions?

When you're often in the same place, you become blind to certain things. That's very human. Regularly hold up a mirror to your colleagues on the floor about how customers experience your employees.

I wish I had examples during evaluation meetings.

"Our NPS score is 14 and the annual revenue is 10% below average." The employee wonders, "Okay, and now? How can I improve this?". Our qualitative data provide direct points of reference to positively influence results.

How do I increase conversion?

Was an attempt made to upsell? Was a member card offered? With mystery shopping research, you can increase conversion in many ways.

Is our strategy being well executed on the floor?

The strategy comes from headquarters. But how do you know if it's being well executed on the floor? Measure where you stand so you know what to do to grow towards perfect execution.

You can't be everywhere at once.

We can. Our community of mystery shoppers is already visiting your location.

Insights at every level of your organization

Take a deep dive

Curious about a specific touchpoint? With just a few clicks, you’ll have the data you need.

Management overview

Get an intuitive overview of the performance of the entire organization.

Benchmark

Compare across different levels, discover top performers, and identify who needs attention.

Segmentations

Segment by parts of the customer journey, regions, or locations and compare the results in a clear overview.

Answers

Behind every score is a detailed explanation. This provides a wealth of examples that are useful for training and evaluation meetings.

Location overview

See at a glance how your location scores and how the score is determined.

Community services

Your community is our community. Customers and employees provide a wealth of valuable feedback. What do you want to learn from them?

Small to large organisations
65,000 mystery shoppers

Customer Experience Research

Monitor how the customer journey performs and how people experience it with our mystery shopping community.

  • High-end personalized dashboard

  • Multiple customer journeys possible

  • Mystery shoppers from your target audience

Results directly visible
Available on every device

Internal Audits

Efficient behind-the-scenes processes drive success on the sales floor. Get your team involved to monitor those invisible processes.

  • Say goodbye to Excel

  • Several audit options available

  • Results directly visible

Avoid penalties
Help your employees

Compliance Research

Our mystery shoppers help you monitor a variety of compliance issues, including alcohol and tobacco regulations, POS materials, product placement, and more.

  • Collect visual evidence

  • Age check available

  • Strict quality control

Our global community

Our 65,000 mystery shoppers, who are out in the field every day for our clients, form a global network of local communities.

Our community represents all demographic groups: women, men, highly educated, practically skilled, young, old, urban, rural, and many more segments.

Because we work with shop credits, our mystery shoppers only choose assignments at brands they care about. This ensures they always come from your service area and belong to your target audience. This way, we always stay close to authentic customer experiences.

Quality and reputation

Our mystery shoppers understand the importance of providing high-quality and constructive feedback. Through quality checks and e-learning courses, they are trained on our platform to become skilled feedback providers. By completing assignments successfully, they build their reputation, which helps our algorithm choose the most suitable mystery shopper for the next assignment.

Every completed questionnaire is reviewed by two Approvers. They check the answers, ensure the receipt is accurate, and verify that the feedback is positively constructive and describes the situations sufficiently.

Get to know our community

Cases

We’re here for everyone in retail and hospitality who needs more insight into customer journeys, customer processes, and customer experience.

From the store manager who wants to know who the standout performers are on their team to the COO who wants to get a handle on the customer journey across the entire brand.

More cases

De Pannekoekenbakker x Secret View

Something special is on the menu: our new client De Pannekoekenbakker! Our mystery shoppers can choose from over 250 different types of pancakes, served in a cozy Dutch atmosphere. We assess the guest experience at all 15 locations.

Secret View Experience of the Month Award August: De Pizzabakkers To Go Leliegracht

De Pizzabakkers To Go Leliegracht has won the Secret View Experience of the Month Award for August! Every month, our mystery shoppers visit thousands of stores. From all these visits, we choose the most remarkable, customer-friendly, or best experiences! This month, the award goes to the enthusiastic team of De Pizzabakkers, who turn every visit into a real show.

De Beren x Secret View

Our new partnership with De Beren is here! The mystery shopping research for De Beren aims to map out and provide feedback on the guest experience in 50 De Beren Restaurants across the country.

Join us!

Secret View is one of the leaders in the world of feedback platforms. The team is young, diverse, and ambitious. Our software makes us scalable and flexible, which we develop ourselves at our HQ in Arnhem, The Netherlands. We work in a hybrid manner, value our open culture, and maintain a relaxed atmosphere.

We're growing fast, which means there are many opportunities within the company, now and in the future. So keep an eye on us through social media! Don't see a suitable vacancy right now? Talent is always welcome, so feel free to reach out!

View all vacancies

Join us!

Secret View verandert de wereld van mystery shopping onderzoeken. We bouwen 's werelds beste mystery shopping platform en groeien met een wereldwijde online community. Ga je mee op onze reis?

Bekijk alle vacatures

Business Development Specialist UK

Fulltime, Arnhem NL

Commercial Internship

Fulltime, Arnhem NL

Curious what we can do for you?