Mystery shopping
for large retail and hospitality organizations
Measure customer experience across all your locations. View results at the management, regional, and location levels. Monitor how your strategy is being implemented and train specifically where needed.
Insight at every level of your organization
Whether you have 10, 50, or over 500 locations, you know how challenging it is to maintain oversight. Is your strategy being implemented everywhere? Are all locations performing equally well? And where is training truly needed?
Secret View helps large organizations measure customer experience at scale. Compare locations in one dashboard, discover your strengths, and train specifically where improvement is needed.
Nuestros clientes
Esto es lo que tienen que decir sobre nuestra comunidad
Maarten, Business Manager
Albert Heijn
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.
4 steps to continuous improvement of customer experience
From onboarding to improvement: this is how mystery shopping works for large organizations.
1. Map the customer journey
We combine our experience with mystery shopping with your knowledge of the industry and organization. Together, we map the customer journey and translate your strategy into measurable questions.
Using our integrated survey tool, we collaborate on the questionnaire. This way, we quickly arrive at a questionnaire that aligns with your goals and challenges.
2. Receive direct feedback from your customers
Mystery shoppers from your target audience visit your locations as regular customers and provide detailed feedback. They receive shopping credits to make a purchase, allowing them to sign up for brands in their area that they are interested in.
- Community of over 65,000 mystery shoppers worldwide
- Real consumers from your target audience, not trained inspectors
- Results available within 24 hours after the visit and AI quality check available
3. View and analyze insights in the dashboard
Compare locations, zoom in on specific parts of the customer journey, and discover what is working well and where improvements can be made.
- Insights at every level: from headquarters to store employees
- Compare locations, regions, location types, and much more
- Qualitative feedback with photos and situational sketches
- AI-generated insights and tips for immediate action
4. Train purposefully and engage your employees
Use the data for targeted coaching and involve employees in the results. Celebrate successes and motivate your team based on mystery shopping scores.
- Reward and motivate your team with the incentive program.
- Train specifically where needed and encourage behavioral change.
- Use concrete examples during evaluation discussions.
From local hotspot to international brand
Trusted by 200+ retail and hospitality brands worldwide
