What is mystery shopping?
See what customers actually experience on the floor.
Mystery shopping explained: real consumers visit your location(s) and provide feedback. Learn how it works and why over 200 organizations use Secret View.
75,000+
Real consumers, not professionals
500,000+
Completed assignments
29
Countries covered
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What is mystery shopping?
Mystery shopping is a customer experience research method that helps organizations understand what customers actually experience on the floor.
A mystery shopper visits your store, restaurant, or location as a regular customer and evaluates the customer journey based on predefined criteria.
The result is objective feedback on how customer experience, service standards, and training are executed in practice. It shows where teams excel, where support is needed, and how customer experience can continuously improve.
The challenge isn't strategy. It's execution.
See what customers actually experience in your locations
See how customer experience is delivered across locations and where execution differs
Identify where coaching will have the biggest impact
Understand which teams need support and where your investment will deliver the most value
Make feedback actionable with real examples
Identify opportunities in qualitative feedback from your customers and train specifically on targeted areas
Recognize and reward outstanding performance
Use customer feedback to recognize achievements, motivate teams, and reinforce positive behaviors
Per chi è pensato il mystery shopping?
Secret View offre servizi di mystery shopping per il retail e l’Hospitality: dalla panetteria di quartiere alle catene di supermercati, dal ristorante sotto casa alle catene alberghiere internazionali.
Mystery shopping per grandi organizzazioni
Organizzazioni con più di 5 sedi
La nostra soluzione Enterprise garantisce un'esperienza cliente coerente in oltre 6 o 500 sedi, con onboarding e dashboard personalizzati.
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Progetto pilota gratuito: test in alcune località prima del lancio
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Onboarding personale: Customer Success Manager dedicato dall'inizio alla fine
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Dashboard personalizzato: sondaggi e frame di ricerca su misura per la tua organizzazione
Mystery shopping per PMI
Organizzazioni con 1-5 sedi
Lancia il tuo primo incarico di mystery shopping in 15 minuti per 29,99€ a visita. Nessun abbonamento, annulla in qualsiasi momento.
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Primo mystery shopper gratuito: prova il mystery shopping senza impegno
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Questionari pronti all'uso: basati su oltre 10 anni di esperienza nella vendita al dettaglio e nell'ospitalità
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Self-service: scegli il pubblico di destinazione, la frequenza e la retribuzione e trasmetti in diretta
Receive feedback from real customers 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 shoppers visit your locations
Mystery shoppers visit your locations, experience the customer journey, and complete the survey.
Get actionable insights within 24 hours
See scores, detailed feedback, photos, and AI-powered analyses in your personal dashboard.
Train and improve your teams
Use customer feedback to coach teams, and improve performance across locations.
Cosa dicono i clienti di Secret View
Perché oltre 200 organizzazioni del retail e dell’Hospitality scelgono Secret View
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.
Frequently asked questions
Che cos'è il mystery shopping?
Cosa offre il mystery shopping?
Per chi è pensato il mystery shopping di Secret View?
In cosa si differenzia Secret View dai fornitori tradizionali di mystery shopping?
Chi sono i mystery shopper di Secret View?
Come garantisce Secret View la qualità dei mystery shopper?
Quanto costa uno studio di mystery shopping?
