THE PROCESS
From your first brief to your private report, every step is designed around an authentic customer experience.
Agree the brief
We ask how customers should feel and agree your sector-specific standards: greeting times, introductions, clear explanations, service delivery and follow-up. We also define the scenario, duration, spending allowance and reporting priorities before booking.
Match the shopper
We recruit and brief a suitable local shopper, checking language, availability and conflicts of interest. Your business’s ordinary customer experience shapes the assignment.
Make the visit
The shopper makes an ordinary booking or enquiry, follows the agreed scenario and pays normally. Your package covers the agreed purchase or service allowance and a separate fee for the assessment work.
Review the evidence
The shopper submits their timeline, receipt and assessment. We check completeness, consistency and supporting evidence, and clarify any gaps before delivering the report.
Deliver the insight
Authorized management receives the findings: what worked, what needs attention and the next steps we recommend. Delivery timing is agreed in your brief.
Measure the improvement
Choose a follow-up visit or an ongoing programme to see how changes affect the guest experience. Repeated observations help distinguish patterns from a single experience.
A FEW GOOD QUESTIONS
The exact visit and shopper identity stay undisclosed to venue staff. As part of onboarding, management confirms appropriate general staff notice and any required approvals for the assessment programme.
We agree the purchase or service, participants, duration, tax, customary tip and any permitted extras before booking. The brief explains the spending cap, unused allowance and approval for additional costs.
Yes. We arrange local shoppers worldwide and agree the service language, reporting language, currency and scheduling for each assignment.
No. Assignment findings are delivered privately to your authorized management team. We do not turn them into public reviews or ratings.
YOUR NEXT GREAT CUSTOMER EXPERIENCE STARTS HERE
One location or a global portfolio. Let’s start with your goals.