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Mystery shopping (also known as customer experience research) is a research method where customers from the target group visit a store or webshop and evaluate their experience. Mystery shoppers, if possible, make a purchase and fill out a detailed questionnaire after the visit, assessing the customer experience.
Our mystery shoppers are real customers from the target group and service area, not professionals. We have a community of over 65,000 mystery shoppers, primarily in the Benelux, but active in more than 20 countries worldwide. They receive, if possible, shopping credit to spend directly in a store or webshop and fill out a detailed questionnaire after the visit. This way, they only sign up for brands they are interested in. Organizations receive authentic feedback from their target group about all aspects of the customer journey.
Quality is our top priority. Mystery shoppers must identify themselves via iDIN, complete e-learnings on how to provide objective and reliable feedback, and build a reputation score. Additionally, every completed questionnaire goes through a quality check and is assessed for quality, reliability, and language.
For large organizations (5+ locations): Between €24.99 and €59.99 per mystery shopper (excluding shopping credit). The research is fully customized, and the price depends on the number of locations, visit frequency, complexity of the research, and any additional agreements. Book a demo or contact us for a customized quote. For SMEs (1-5 locations): Between €29.99 and €49.99 per mystery shopper (excluding shopping credit). The price varies depending on the length of the ready-made questionnaire. You are not tied to a subscription and only pay per completed assignment.
Often within 48 hours after the visit. Once the mystery shopper has completed the questionnaire, it immediately goes through a quality check. Once approved, you will receive a notification via email (or WhatsApp) and see the results in your personal dashboard.
Shopping credit is the amount that mystery shoppers receive from organizations to spend directly in a store or webshop. This way, they only sign up for brands they are interested in and automatically belong to the target group. The shopping credit returns as revenue at the cash register, and mystery shoppers spend an average of 30% more than their credit. In some cases, we work with a financial compensation without purchase, for example, during advisory conversations or services.
Absolutely! We carry out online assignments for several clients where products or meals are ordered and delivered. Mystery shoppers provide feedback on the entire online customer journey they go through. Book a demo to discuss the possibilities.
We are active in more than 20 countries, with our largest community in the Benelux. For large organizations, we can easily scale to new markets. Mystery shopping for SMEs is currently only available in the Netherlands. Fewer than 6 locations but still interested in research abroad? Schedule a demo or contact us for the possibilities.
Yes! You can schedule a demo after which we start a free pilot where a number of locations are visited and you gain direct access to your personal dashboard. This way, you can experience how our dashboard works and what insights you receive.
As a mystery shopper, you visit a store, restaurant, or other location and go through the customer journey just as you normally would. Afterwards, you complete a questionnaire with scores and explanations. As a reward, you receive shopping credit to purchase a product or service. complete the assignment on the chosen date!
No, signing up is free.
Create an account, log in to the platform, complete the identity verification, and choose an assignment near you. You apply and wait for confirmation that you’ve been selected.
No. You will always receive a briefing and a questionnaire, so you know exactly what to look for. If you can clearly describe situations and provide honest, constructive feedback, you’re already off to a great start.
Within 24 hours after your visit to the location. That way, everything is still fresh in your memory and we can share your feedback with the location as quickly as possible.
This varies per assignment:Assignments with shopping credit: you usually receive the shopping credit in advance and spend the full amount during your visit. Instant assignments: payment is made at the next payment moment, which is the first Monday after your assignment; it usually appears in your account within 1–2 days. Assignments with a financial compensation: payment is made once your questionnaire has been approved; it usually appears in your account within 1–2 days.
This varies per assignment. In the platform, you always see the reward in advance. For example, shopping credit to purchase a product or service, or a financial compensation. That way, you know exactly what to expect before you apply.
For several reasons: - We must comply with laws and regulations (such as DAC7), which require identity verification. This does not automatically mean you have to pay tax; that depends on your personal situation. - You receive a reward for your assignment, and sometimes we need to be able to reclaim shopping credit if an assignment is not (properly) completed. - For compliance checks (alcohol/tobacco), we sometimes specifically look for 18- and 19-year-olds.
We are active in more than 20 countries, with our largest community in the Benelux. For large organizations, we can easily scale to new markets.
Between €24.99 and €59.99 per mystery shopper (excluding shopping credit). The research is fully customized, and the price depends on the number of locations, visit frequency, complexity of the research, and any additional agreements. Book a demo or contact us for a customized quote.
Setting up a mystery shopping study is easy and takes about 15 minutes. Create an account here, choose a ready-made questionnaire, define your target audience, set the shop credit, and publish your assignment. Mystery shoppers from your selected audience can sign up immediately.
Between €29.99 and €49.99 per mystery shopper (excluding shopping credit). The price varies depending on the length of the ready-made questionnaire. You are not tied to a subscription and only pay per completed assignment.
Mystery shopping for SMEs is currently only available in the Netherlands. Do you have fewer than 6 locations but are still interested in conducting research abroad? Schedule a demo or contact us to discuss the possibilities.
Yes! Your first mystery shopper is free (you only pay the shop credit you choose). Create an account here, start your first study, and explore how the dashboard works and what insights you receive. After the first visit, you can pause the study at no cost or continue right away.
You get a clear overview of how your customer journeys and processes are performing. With just a few clicks, you can zoom in from a management-level view to specific locations and questions, all the way down to the individual questionnaire answers filled in by mystery shoppers or auditors.
In most cases, results are available in the dashboard within 24 hours after the visit. This helps you follow up fast, make adjustments, and coach teams in a targeted way.
With segmentations, you create your own “layers” in the data, for example by region, district managers, store types, or other custom segments. This makes it easy to see what’s going well, where teams need support, and where training will have the biggest impact.
Benchmarking lets you compare locations or segments by research round, customer journey, category, or question. It’s a quick way to spot top performers and improvement areas without endless searching.
Rankings show the highest and lowest scores across different levels (for example locations, regions, or questions). You can click through to the underlying answers, which is great for targeted coaching and also fun for positive competition, like a store challenge.
Yes. You can drill down to the qualitative answers from mystery shoppers (or auditors). These real examples are useful for training, coaching, and evaluations.
Yes. You can easily export results to Excel and PDF. For larger organisations, there’s an API to integrate with BI systems like Tableau, SAP, and Power BI.
Our community consists of over 65,000 real consumers. Not trained professionals, but people of all ages who go through your customer journey like real customers do.
The Secret View community is active in more than 20 countries, with a strong base in Europe. We match shoppers locally, so you get feedback that fits your region and target audience. Want to expand? We scale with you into other countries and build an approach together that delivers comparable, reliable insights everywhere.
Our mystery shoppers are 100% ID-verified, complete e-learnings, and build a reputation score. Every questionnaire also goes through AI-driven quality checks, so you can rely on consistent, actionable feedback.
We match per assignment based on target audience and region. Shoppers come from the area around the location, which makes the experience realistic and the feedback recognizable for your teams.
Professional shoppers often visit locations all day and are more likely to stand out. That can create a biased view. With real consumers, you get feedback that aligns better with your target audience and customer journey.
Mystery shoppers build a reputation score and profile as they complete assignments. We use these to select the best-fitting mystery shopper for each assignment, aligned with your target audience and location.
Where possible, we use shop credit instead of a financial payout. This encourages mystery shoppers to make a real purchase and choose assignments that genuinely fit them.
Small Business is self-service: you can set up a research yourself within 15 minutes, with no subscription, and you can stop at any time. Enterprise is tailored: you get personal guidance, onboarding, support in 5 languages, and it’s suitable for high volumes (6 to 500+ locations).
A visit is one mystery shopping assignment. With Small Business, you pay a fixed price per published assignment, based on the selected research frequency (weekly, biweekly, or monthly). With Enterprise, we create a custom price after the demo, depending on factors like number of locations, frequency, and complexity.
No. With Small Business, there is no subscription and you can cancel at any time. Enterprise is a tailored solution with agreements based on your situation.
Yes. If you want a tailored questionnaire, setup, or guidance, you can request a free demo even as a smaller business to see what fits best.
With Small Business, you pay per round via direct debit. For Enterprise, we agree on invoicing with you.
In many cases, we reward mystery shoppers with shop credit. Shop credit is not included in the price per visit and is charged on top of it. This shop credit is spent in your location(s) and therefore returns as revenue at the register. The shop credit is based on the average receipt amount. In some situations, a financial reward without a purchase makes more sense, and that’s also possible.
Mystery shoppers upload the receipt in the questionnaire. This allows you to verify the purchase and see exactly what was bought.
