mystery shopping

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mystery shopping

What is Mystery Shopping?
‍Explanation and Benefits

Mystery shopping explained: real consumers visit your location(s) and provide feedback. Learn how it works and why over 200 organizations use Secret View.

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What is mystery shopping?

Mystery shopping, also known as customer experience research, is a research method in which trained mystery shoppers visit your location(s) as regular customers or guests. They go through the entire customer journey, make a purchase, and record their experiences in structured surveys.

Reasons organizations use mystery shopping:

Measuring whether strategy is being implemented on the work floor
Improving customer experience with feedback from customers
Targeted training for the team with concrete examples
Creating engagement among employees

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Mystery shopping at Secret View

Whether you're going to do it yourself or want a custom solutio, mystery shopping at Secret View is simple:
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Choose what you want to measure: Together we map out your customer journey.
Mystery shoppers visit your locations: Consumers from your target audience provide feedback on the customer journey.
Receive results in your dashboard: View scores, detailed feedback, and AI analyses. Compare locations and dive deeper into various aspects.
Train and improve: Use the data for coaching and growth of your team.

Schedule a demo with a free pilot

Book a demo with a free pilot

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Herkenbaar?

Komen deze vraagstukken jou bekend voor? Dan is Secret View iets voor jou!

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.

What does mystery shopping offer?

Effective Training
Custom dashboard with actionable AI-driven insights to train your team effectively.

Engaged Employees
Celebrate successes, provide feedback, and motivate with incentives.

Higher Conversion
Identify revenue opportunities in qualitative feedback and train specifically on targeted areas.

Better Evaluation Meetings
‍Continuous feedback and concrete examples for coaching and evaluations.

Who is mystery shopping for?

Secret View offers mystery shopping for retail and hospitality: from the local bakery to supermarket chains, from the corner restaurant to international hotel chains.

Mystery shopping for large organizations

Organizations with 5+ locations

Our Enterprise solution ensures a consistent customer experience across 6 to 500+ locations, with tailored onboarding and dashboards.

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Free pilot: Test in a few locations before rolling out
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Personal onboarding: Dedicated Customer Success Manager from start to finish
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Custom dashboard: Surveys and research frames tailored to your organization

Mystery shopping for SMEs

Organizations with 1-5 locations

Launch your first mystery shopping assignment in 15 minutes for €29.99 per visit. No subscription, cancel anytime.

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First mystery shopper free: Try mystery shopping with no commitment
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Ready-made questionnaires: Based on 10+ years of experience in retail and hospitality
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Self-service: Choose target audience, frequency, and compensation and go live

Secret View vs. traditional mystery shopping

Mystery shopping done right: fast, data-driven, and real consumers from your target audience

	Secret View	Traditional mystery shopping
Community	65,000+ real consumers	Trained professionals
Speed	Results within 48 hours	1-4 weeks wait
Dashboard	Modern & tailor-made	Old-fashioned whitelabel software
Technology	100% developed in-house	Dependent on third parties
AI & Analytics	Ready-made AI analyses	Manual analysis
Support	Personal support	Long response times
Pricing	From €24.99 per visit	High price per visit
Frequency	Ongoing research	Single snapshots