Mystery shopping for hospitality
Make guest experience visible
at every location.
You invest in training and guest experience. But how consistently is your strategy delivered across your locations? Get feedback from real guests and improve guests experience.
75,000+
Real guests, not professionals
500,000+
Completed assignments
29
Countries covered
Built for every stakeholder involved in guest experience
Great guest experiences don't happen by accident. That's why different teams use the same insights in different ways.
Operations
COO • Area Manager • Franchise Manager
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See which locations need attention first
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Identify service and execution gaps across locations
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Drive consistency across every restaurant, hotel or venue
Guest Experience
Head of Guest Experience • CX Manager • Brand Manager
- ✓
Understand how guests actually experience your brand
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Uncover recurring themes in guest feedback
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Protect brand standards acrossevery location
Learning & Development
L&D Manager • Training Manager • HR Manager
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Measure whether training translates into guest interactions
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Coach teams using real guest experiences
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Identify skill gaps by location or team
Finance
CFO • Finance Director • Procurement
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Prioritize investments based on objective guest feedback
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Focus budgets where opportunities are greatest
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Improve performance through targeted actions
Measure every step of your guest journey
Every visit follows the guest from arrival to goodbye, so you see exactly where the experience feels strong and where support is needed.
Receive feedback from real guests in your personal dashboard
Choose what you want to measure
Together, we map your customer journey and turn the key moments into a tailor-made survey.
Mystery guests visit your locations
Mystery guests visit your locations, experience the guest journey, and complete the survey.
Get actionable insights within 24h
See scores, detailed feedback, photos, and AI-powered analyses in your personal dashboard.
Train and improve your teams
Use guest feedback to coach teams, and improve performance across locations.
Turn guest feedback into action
Mystery shopping creates value when teams can act on the results. In the Secret View dashboard, every visit is turned into clear insights you can use to compare locations, spot patterns and support your teams.
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AI-powered insights and summaries
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Benchmarks across locations and regions
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Smart filters for deeper analysis
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Location comparison and rankings
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Reporting for management and operations
How leading hospitality and retail brands use Secret View
Why leading organizations choose us
Maarten, Business Manager
NS stations
By using Secret View every week, you can see that the conversation between employee and store manager really takes off, that it encourages behavioral change, and that the team becomes more aware of what customers think.
Willemijn, Sales Associate
Marie-Stella-Maris
The research ensures that everyone becomes aware of their own behavior and that we give our customers the best possible experience.
Monique, Sales Associate
Holland & Barrett
I find the mystery shopping research very valuable. You get great personal feedback and see what you can focus on, or you discover how to collaborate better as a team.
Dino, Directeur Operations
FEBO
We want to learn from the facts. Secret View gives us the insights we need to fulfill our unique position in every location, for every guest.
Linda, International Retail Manager
NAME IT
Do you want to know what’s happening on the shop floor? Then look through the eyes of your customer. That’s why we work with Secret View: real customers, real experiences, detailed feedback.
Soufiane, CEO
MADAQ Chocolatier
Thanks to Secret View, we now have a clear dashboard that shows all our improvement points at a glance. This allows us to keep growing and offer our customers the best possible experience.
Pascal, Head of Retail
G-STAR
It is the most realistic tool for us to elevate the customer experience in our stores.
Kevser, Business Development Manager
POTAÉ
Secret View thinks along with us, is flexible, and helps us improve in a focused way when it comes to customer experience and ensuring quality and service.
GUESS Palermo wins the Experience of the Month Award for June!
GUESS in Palermo is the winner of our Experience of the Month Award for June! Every month, our mystery shoppers visit thousands of stores, restaurants and hospitality venues. From all these visits, we select the most remarkable, customer-friendly or inspiring experience. This month,GUESS in Palermo stood out as a store where personal attention, productknowledge and tailored service clearly came together to create a strongcustomer experience.
How to Choose Mystery Shopping Services in Europe
Learn how to choose the right mystery shopping services in Europe. Compare providers by methodology, shopper reach, reporting, quality assurance and customer experience impact.
MiiN Cosmetics Barcelona wins the Experience of the Month Award in May!
MiiN Cosmetics is the winner of our Experience of the Month Award in May! Every month, our mystery shoppers visit thousands of stores and hospitality locations. From all these visits, we select the most remarkable, customer-friendly or inspiring experience. This month, MiiN Cosmetics in Portaferrissa, Barcelona stood out as a store where product knowledge, personal attention and a genuine passion for cosmetics came together in an exceptional customer experience.
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