Mystery Shopping

Whether you are experiencing low profits due to a decline in customer satisfaction or just want to ensure your employees continue to deliver the outstanding service you are known for, MYSTERY SHOPPING is for you!


Mystery shopping involves sending an anonymous customer into your location who will then report back with the facts and details of their experience. Typical areas of focus would include things such as: expediency of service, attitude, adherence to policies and standards, product quality, knowledge, selling skills, location condition, and comparison to competitors.

How much will MYSTERY SHOPPING cost us?

The more accurate question is, “How much will MYSTERY SHOPPING save us?”

Many successful business owners/managers will tell you that the secret to their success isn’t really a secret at all. It is that they focus on keeping the customers they have rather than trying to find new ones. Their simple strategy is to build a relationship with each customer they have, and to let those happy customers build their business for them.

The time, money, and effort it takes to find a new customer can be 5 to 7 times the cost of keeping a satisfied customer. Yet time and again we have seen businesses pouring all available funds into advertising, marketing, and promotions, all in an effort to drive traffic through the front door. They do so while ignoring what those customers are actually encountering once through the door – product quality issues, unfriendly or disengaged staff, or employees who are untrained or under-qualified and lack the knowledge and skills to perform their job properly. These new customers leave, never to return again. Even worse, they use the limitless number of social media platforms available to tell everyone about the horrible experience they had. The company then pours more money into finding more customers and the vicious cycle continues. The only way to stop the cycle of customer service issues driving away the customers is to address the issues. A MYSTERY SHOPPING program can help you do just that.

The actual cost for a program varies by client. The price depends on a number of factors, including how many locations you have, how frequently you want to conduct shops, the length and complexity of your checklist and instructions, cost to the shopper, the type of industry you are in, the type of shop, what other services you are using, and the time commitment by the shoppers. Our a la carte pricing allows us to tailor a program specific to your needs and budget. We have MYSTERY SHOPPING programs starting as low as $30 for phone shops and $45 for location visits.

What will MYSTERY SHOPPING do for us?

The biggest problem with addressing customer service issues is that it is hard to know what needs to be addressed. While stats on the internet vary as to the actual percentages, one thing is clear – complaints rarely make it past front-line employees to a level of management that can do something about it. Unless it is a large-ticket item, less than half of customers will even say anything to an employee, and only a handful will escalated their concerns to a manager. Even when front-line staff is advised of an issue, they may not advise management either. They may be hesitant because they find their manager unapproachable, there may be no appropriate internal channels for communicating questions or concerns, they may fear repercussions if they were part of the problem, or they may just feel  the issue wasn’t that big of a deal. Management is often left in the dark about problems that are occurring right under their noses.

The purpose of MYSTERY SHOPPING is to:

  • Provide managers with information from the perspective of their customers that they may not otherwise receive so they can take action, capitalizing on their strengths and identifying and correcting areas of concern.
  • Raise awareness of employees about the importance of providing exceptional customer service.
  • Encourage a more consistent level of customer service. Because shoppers are anonymous, employees never know when they are being shopped and learn to treat each customer as though they are the mystery shopper.
  • Provide ongoing data to be used to track trends, set benchmarks, and evaluate the effectiveness of training initiatives.
  • Ensuring everyone from front-line employees to management is involved in the delivery of outstanding customer service and is upholding company standards, policies, and procedures.


We work with our client to develop a program customized to meet their needs. A checklist is created that is designed to target the client’s specific areas of concern. Depending on the purpose behind the shops and how the results will be used, various question types are included to ensure the proper balance of standards, facts, and opinion.

A mystery shopper is then sent to the location. Depending on your industry and requirements, the shopper will enjoy a meal, inquire about a product, or receive a service, just as your regular customers do. Upon returning home, they fill out an online report, detailing their experience from the time they arrived until they departed.

After being reviewed by a quality control department to ensure accuracy, completeness, and relevance, your report is emailed to all applicable personnel at the location and/or head office. Your reports are also stored on a secure, online database for you to conduct in-depth data analysis at your convenience, available 24/7 with access from any device with an internet connection. 

 What are the benefits of MYSTERY SHOPPING?


  • Increase your customer service levels by a minimum of 5-10%.
  • Increase revenue and profits.
  • Increase customer satisfaction and loyalty.
  • Decrease your advertising and marketing expenses.

What do I do with the MYSTERY SHOPPING reports?

What you do with the reports will depend on what your purpose for doing the shops in the first place, but the important thing is to do something with them! If you just let the reports sit on your desk collecting dust or file them away in a folder never to be seen again, you are defeating the purpose of MYSTERY SHOPPING and depriving yourself of a means of making your business the best it can be.

  • Post the results where everyone can see them.
  • Use the information as a coaching opportunity in staff meetings.
  • Develop a comprehensive training program or use in your current training sessions.
  • Incorporate into rewards and recognition programs.
  • Utilize the results as part of employee performance evaluations.
  • Set benchmarks with personal acknowledgement for reaching goals.
  • Use the real-time data reporting tools provided with your program to monitor the effectiveness of training and coaching.


Anyone who is in the business of providing customer service can benefit from MYSTERY SHOPPING. Spot Check Services works with companies from a wide variety of industries and with companies ranging in size from a single location to over 800 locations.

Pricing and data collection methods may vary depending on your industry or the geographic location of your stores, but there is a program for everyone. If traditional MYSTERY SHOPPING may not be suited to your specific business or situation, we can offer alternatives such as phone shops, site visits, internal operations reports, and online surveys.

With over 125,000 MYSTERY SHOPPING visits, you can trust that our processes and methods work!

It all starts with a simple phone call…

Contact us at: 1-877-780-7467 (SHOP) – Ext 222


…invest a few minutes to learn how SCS can support your mystery shopping program.