Secret View Lenses: Get even more insights from your results

With ongoing mystery shopping research, you collect more and more valuable feedback on what customers and guests actually experience on the shop floor. You see how locations perform, where differences emerge, and which moments in the customer journey deserve attention. But a store manager, area manager, and Retail Director do not look at those results with the same questions in mind. As more feedback comes in, one question becomes increasingly important: Where do you start, and which insights deserve your attention?

That is why we developed Secret View Lenses. Lenses helps you understand more quickly what is behind the scores, which patterns keep coming back, what is going well, and where there are opportunities to improve. The insights you get depend on the results you select and the lens you use to look at them.

You decide what to focus on

Not every role needs the same information at the same time. That is why Lenses starts with the selection you make in the dashboard. You can look at the full research project or first filter by, for example, a location, region, or specific part of the customer journey. AI then analyzes the surveys within that exact selection.

For example, want to better understand what is happening around upselling? Filter by that category and open Lenses. Want to focus on a single location next? Adjust your selection and analyze the results again within that context. This way, you decide which part of the feedback is most relevant at that moment.

Different lenses on your selected results

You can now look at the results within your selection through four different lenses. Each lens answers a different question:

• Summarize these surveys: brings together the main themes from the selected reports, based on what mystery shoppers described.
• Show me how to improve: highlights recurring areas for improvement and translates them into concrete suggestions.
• Show what went well: brings together positive observations and patterns from the feedback, making strengths easier to spot.
• Show me observations per score group: groups visits based on their overall score and shows which observations appear more often within different score groups.

That is also where the name Lenses comes from. The same selected results can tell you something different depending on the lens you use. A summary, for example, helps you quickly understand the main themes, while observations by score group show which patterns occur across different results.

From AI insight to a conversation with your team

AI can bring large amounts of feedback together quickly, but a generated insight is not the end point. For different findings, you can go back to the specific surveys shown as sources in the analysis. This lets you see the pattern first and then open the individual customer experiences behind it for more context.

The foundation remains the same: feedback on what customers and guests actually experienced. AI helps analyze that feedback more quickly, while the context and judgment of people within the organization remain essential.

This makes the same feedback useful for different roles and moments. A store manager can gather input for a team meeting, an area manager can explore which topics or locations deserve attention, and a Retail Director can bring patterns into a management or quarterly meeting. For Customer Experience and Learning & Development teams, the same feedback can help identify where coaching or training may be valuable. Lenses supports the analysis. People decide what to do with it.

You can work in both directions. From a large number of customer experiences, you can drill down into specific examples. Or you can start with one individual customer experience and zoom out to, for example, all visits to the same location.

This is just the beginning

The four lenses we are launching with are the first step and the foundation. Over time, we will continue expanding Lenses with more ways to look at feedback and better support different roles and recurring workflows within retail and hospitality organizations.

The direction goes beyond these first four lenses. We want the Secret View dashboard to become even better at helping you move from seeing what is happening to understanding what deserves attention and then using those insights in day-to-day operations. More questions, more roles, and more moments where feedback becomes directly useful.

Your data. A new perspective.

Mystery shopping starts with real customer experiences on the shop floor. Lenses does not change that. What it does change is how quickly you can identify what matters to you across all those experiences.

With Secret View Lenses, you can look at the results you select through different lenses. AI helps you see more quickly what is going well, what stands out, and what deserves attention, so you can more easily bring those insights into your next conversation, training session, or meeting.

Already using the Secret View dashboard? You can open Lenses directly from your dashboard and explore what is behind your scores.