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
Voor wie is mystery shopping?
Secret View biedt mystery shopping voor retail en horeca: van de lokale bakker tot supermarktketens, van het restaurant op de hoek tot internationale hotelketens.
Mystery shopping voor grote organisaties
Organisaties met 5+ vestigingen
Onze oplossing waarborgt klantbeleving in 6 tot 500+ vestigingen. Van onboarding tot dashboard: alles op maat.
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Gratis pilot: Test eerst in een aantal vestigingen voordat je uitrolt
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Persoonlijke onboarding: Eigen Customer Success Manager van start tot eind
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Custom dashboard: Vragenlijsten en onderszoekskaders afgestemd op jouw organisatie
Mystery shopping voor MKB
Organisaties met 1-5 vestigingen
Zet binnen 15 minuten je eerste mystery shopping opdracht live. Al vanaf €29,99 per bezoek. Geen abonnement, altijd opzegbaar.
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Eerste mystery shopper gratis: Probeer mystery shopping vrijblijvend
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Kant-en-klare vragenlijsten: Gebaseerd op 10+ jaar ervaring in retail en horeca
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Zelf samenstellen: Kies zelf de doelgroep, frequentie en vergoeding en start direct
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.
Wat opdrachtgevers over Secret View zeggen
Waarom 200+ retail- en horecaorganisaties kiezen voor 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
Wat is mystery shopping?
Wat levert mystery shopping op?
Voor wie is mystery shopping bij Secret View?
Hoe verschilt Secret View van traditonele mystery shopping aanbieders?
Wie zijn de mystery shoppers van Secret View?
Hoe waarborgt Secret View de kwaliteit van mystery shoppers?
Wat kost een mystery shopping onderzoek?
