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In retail and hospitality, people make the difference. When colleagues feel seen and appreciated, they go the extra mile, for customers and for each other. Still, many traditional incentive programs rely on financial triggers, and those only work short term.

Mystery shopping, secret shopping, mystery visits, mystery guests, there are various terms for evaluating customer experience by consumers. This research method is essentially straightforward: a mystery shopper visits a store, goes through the customer journey, and shares the experience via a questionnaire. In this article, we delve into the origins of mystery shopping research, explain the different methods of measuring customer experience, and discuss the approach of Secret View.

Knowing how to deal with receiving feedback is an art. Feedback is often taken the wrong way, with people reacting defensively or not listening at all. Which is a shame, because constructive criticism enables you to learn and grow as a person and as an organization. That applies to feedback from mystery shopping research too. We’ll give you 9 tips on how to use feedback from mystery shopping in learning and making the research a success with your team. 

Giving and receiving feedback is not always easy. People want to change, but they don’t want to be changed. In this article, we share 6 tips for communicating feedback effectively.

Mystery shopping research at Secret View is all about providing constructive feedback so that retail and hospitality organizations can learn and grow. However, feedback is not given or interpreted in the same way in every culture. While the Dutch are known for their directness, Americans are trained to always wrap negative messages in a positive way. Read all about it in this article.

In the world of retail and hospitality, mystery shopping is a well-known practice. It has been used for a long time, but why do retailers and hospitality businesses choose to use mystery shoppers? There can be multiple reasons for using mystery guests, as it can provide valuable feedback quickly for the entire organization, from shop floor to CEO, when used effectively. 

Understanding the customer journey and identifying areas for improvement are key to increasing conversions. Mystery shopping makes this possible. In this article, we explain how to use it to improve your results.

In the world of retail, there are so many questions to answer. Nowadays, (almost) everything is measurable, including customer experience. However, measuring experiences remains a challenge. There are many different research methods, each with their own advantages and disadvantages. With all these types of research and different KPIs, it can be difficult to keep track of what’s suitable for you. That's why we have listed the most important types of customer experience research, including their purpose and when to apply them.