We are members of the MSPA
(Mystery Shopper Providers Association)

Company Partners of the MRS
(Market Research Society).

About Us

Mystery Shoppers Ltd was set up in 1991 by Paul Grafton, a certified Management Consultant and former British Airways Inflight Product and Cabin Crew Training manager. We currently have offices in London, Leeds and Devon.

We are specialists in mystery shopping and customer satisfaction research - we do nothing else so we're highly experienced in what we do.

We have more than 35 home-based experienced mystery callers spread throughout the UK and Northern Ireland, all with digital call recording equipment, so we can provide highly accurate call reports backed up by the actual call recordings. Callers have different accents and Scottish, Irish and Welsh callers in particular are able to pronounce local place names accurately. This arrangement enables us to replicate a domestic environment but using background tapes we can also simulate other busy shop or office surroundings if required. We have an office outbound and inbound call facility used for those campaigns where home-based callers would not be practical.

We have a core team of several hundred experienced mystery shoppers spread throughout the UK and Ireland. This means we can match mystery shoppers to your typical customer profile in any UK location, and where you need the same location assessed frequently we won’t be sending the same assessors in again and again. We also have a database of over 140,000 mystery shopper volunteers who can be called upon if necessary for specific projects.

We have a team of experienced video mystery shoppers who specialise in producing high quality video reports.

Mystery Shoppers is not a large organisation working on maximising volume. For us, each project is a specific challenge and we see our relationship with our clients as a partnership where our role is not just to provide data but to work towards our client's aims and objectives.

We bring that consultancy element into play when we discuss the nature of the programme, help clients determine what should be measured and how, advise on the most effective incentive systems and - above all - in the way we analyse the data and provide reports with conclusions and recommendations.

Our policy is to provide all our clients with an individual, high quality service which is excellent value for money.