Drive Performance Improvement

Mystery shopping is a tool used by companies in all industries to measure service quality, compliance and obtain insight on products and services.

how we can help

Mystery Shoppers Ltd
Performance Improvement Specialists

We are passionate about providing a high-quality service using innovative research techniques and industry leading technology.

  • We’ve been going for over 30 years!
  • Over 330,000 mystery shoppers on our panel and full UK and Ireland coverage
  • Ability to cover a wide range of demographics
  • We actively complete 7,000 assesments each month
  • Bespoke programme design every time
  • Audio, Video and Call recording capabilities
  • We can integrate reporting with internal systems
  • Competitive pricing

We don’t just supply data or tick-boxing exercises; our aim is to provide interpretable and actionable results and work with you and your team to continuously improve.

“We’re flexible and will work with you to integrate into your systems and processes for truly seamless performance management and insight.”
Sophie Grafton, MD at Mystery Shoppers Ltd

Evaluate Sales Teams
Competitor Analysis & Pricing
Assess Customer Experience
Monitor Compliance
Embed Company Training
Audit Stores, Stock or Assets
Ensure Brand Consistency
Provide Feedback to Staff
Test Social Media Responses
Flexible solutions

Flexible Solutions

Mystery shopping is a tool used by companies or regulatory institutions to measure the quality of service, compliance with regulation, or to audit the products and services available, plus so much more!

Not sure if we can help you? We love a challenge! Contact us and we will happily provide a free consultation.


It's Not Just Shopping...

Our customer experience assessments are used across a wide range of industries.

We’ve set up plumbing blockages and car faults; we’ve cheated in exams (to check the invigilators are alert), parked illegally (to test the council’s parking wardens), shoplifted (to check the security) and gone on timeshare holidays. We’ve even parked bicycles to see how quickly they get stolen (quickest was 75 minutes – in Croydon).

mystery Drivers


Our Mystery Drivers can enquire about pricing, purchasing BTO and stock or car rental/hire services.



We send our Mystery Diners to your restaurant, bar or cafe to assess the customer experience.

Mystery donors


Our specialist team within the fundraising sector assess compliance to industry standards and regulations.

mystery shoppers


Our Mystery Shoppers can shop online, via telephone or in store and report back on their experience.

mystery passengers


Mystery Passengers ride the bus, tube, taxis, trains and trams and report back on their experiences.

mystery Families


Our Mystery Families can attend open days at Nurseries or Care/Residential Homes to assess the experience.

mystery guests


Mystery Guests assess the entire experience from enquiry and booking to follow up after a visit.

mystery Residents

Local Gov

Our Mystery Residents can assess the experience when enquiring about wide a range of local services.

mystery students


We can send our Mystery Students to your University or College open days to assess their experience.

mystery managers


Our Mystery Managers are sent around to assess what’s going on when the managers aren’t around.

mystery clients


If you’re a B2B company, we can assess your experience too using our panel of business owners.

mystery employees


Our Mystery Employees assesses satisfaction, quality and compliance from onboarding to induction.

Anywhere a customer experience exists, you will find us!

our approach

The Plan

You can use mystery shopping as the basis for continuous improvement programmes and performance management.

You won’t just find out what needs fixing; you’ll have a tool which will change behaviour and actions for the better.

The Plan to drive Performance Improvement


We will want to hear and understand more about your business, your performance improvement objectives and your customer experience goals.


We will put together a bespoke proposal that will outline a cost-effective programme. A lot of time is spent ensuring the programme designed is going to provide useful and actionable insight. 


Once you’ve chosen a preferred solution, we will work closely with you to further design the outlined programme. You will have a dedicated team who will guide you through the process step by step. 

less than 50 employees?

Help For Small Businesses

It’s our mission to improve customer experiences everywhere and we work with businesses of all sizes to achieve this.

  • Bespoke programme design
  • Support throughout from experienced Client Services Team
  • Easy to digest insight reporting available
  • Different shoppers for each visit to keep it mysterious!
  • Online reporting portal included as standard
  • No minimum order values
  • Cost effective solutions
  • Ad hoc programmes available
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