Mystery Shoppers

A mystery shopper, sometimes called a secret shopper, is a trained individual who visits a business posing as a regular customer to assess service quality, staff behaviour, compliance with brand standards and the overall customer experience. The structured, objective feedback helps businesses identify strengths, weaknesses and training opportunities that traditional research cannot capture.

Nothing, the two terms mean the same thing. Some sectors say secret shopper, others say mystery shopper, and both describe a trained assessor visiting your business unannounced as a genuine customer. Whichever term you use, the visits, reporting and programme structure we deliver are identical.

Customer service audits, compliance checks, brand standard assessments, competitor visits and ongoing monitoring programmes across the UK. We cover retail, hospitality, restaurants, automotive, financial services, telecoms and any customer-facing business. Each programme is tailored to your brief, with shoppers matched to your typical customer profile.

Yes. We assess the full dining experience, from booking and greeting through to food quality, service speed, staff attitude and bill presentation. Our assessors provide detailed structured feedback that helps hospitality businesses improve their service standards.

We match shoppers based on demographic profile, experience, location and your brief. Every booking is reviewed by our operations team, and assessors need strong observational skills, attention to detail and the ability to blend in naturally as a genuine customer. Right-to-Work documents are checked for all staff.

The cost depends on the number of visits, the locations, the length of each assessment and the depth of reporting required. Every quote is based on your brief. We send a fully itemised quote, usually within hours, with no hidden fees.

With 40 staffing hubs nationwide we cover the entire UK. Alongside our London event staff, Manchester event staff, Birmingham event staff, Leeds promotional staff and Edinburgh promotional staff teams, we run mystery shopping visits in Glasgow, Bristol, Liverpool, Newcastle, Sheffield, Nottingham, Cardiff, Belfast, Southampton and everywhere in between.

Yes. We supply mystery shoppers for one-off visits, regular monthly programmes and nationwide rolling assessments. With 6,000+ registered staff, we rotate shoppers to ensure your locations are visited by different people each time, keeping the assessments genuine and undetectable.

Yes. In addition to mystery shoppers, we supply merchandisers, product demonstrators, promotional staff and brand ambassadors. Many clients combine mystery shopping with merchandising audits for a complete picture of in-store performance.

Established in 2007, with 6,000+ registered staff, 40 UK hubs, full legal compliance, structured briefings and 24/7 support. We supply trained assessors and detailed structured reporting for retailers, hospitality businesses and brand owners across every sector, from single-site visits to nationwide programmes. Rated 4.9 stars on Google Reviews and you can read all our client reviews here.