Mystery Shoppers are specialists in the field of mystery shopping and customer satisfaction research.  

Our huge database of shoppers (260,000 and growing) means we can match your typical customer profile, delivering an accurate picture of the customer experience.

We are customer service consultants who work with you to achieve your customer service objectives using mystery shopping and customer satisfaction research, so the service we offer involves providing you with a whole lot more than just a set of data – our aim is to provide you with a complete customer service management solution.


Mystery Shopping answers a lot of questions. You might be:

a retailer who needs to know how well your outlets conform with your policies

a franchisor wishing to ensure your franchisees are upholding your brand values

an insurer who wants to know what premiums your competitors are charging

a financial services company ensuring advisors comply with regulations

a local authority wanting to know how quickly email enquirers get a response

a business wanting to know how your competitors respond to enquiries


You can use mystery shopping as the basis for Continuous Improvement Programmes and staff performance management - so you won’t just find out what needs fixing, you will have a programme which will change staff behaviour and fix the issues highlighted.

You can have us run workshops for your managers and/or staff and you can take advantage of our management consultancy service as well as both off-the-shelf and bespoke training programmes.

You'll find we have clients in virtually every significant industry so the odds are we have experience of mystery shopping your type of business.


“Working in partnership with Mystery Shoppers Ltd. has been a pleasure. The staff are knowledgeable and passionate and their work has helped me gain valuable insights into our face-to-face and phone channels. Importantly, their data are supported by an excellent suite of analysis tools. I have no hesitation in recommending their services.”

"I was very impressed working with Mystery Shoppers when developing plans to support our new Customer Experience Strategy. I received really useful help from the organisation on how to translate our requirements into an approach that was robust and would deliver what we wanted. We were also able to work flexibly with them as information gathered in early waves led us to consider new aspects and it was encouraging that our requests to flex were positive met by the company. I would rate them very highly in terms of customer care and expertise in their field and recommend them to organisations seeking a partner to work with who can help them improve their business through customer focused programmes."

"Gain Credit's partnership with Mystery Shoppers Ltd has been valuable and insightful. The data produced has been high quality and it has significantly helped us to develop our procedures and improve the quality of service we offer our customers. The team are proactive, innovative and professional. I have no hesitation in working with Mystery Shoppers again for our next project."

"Mystery Shoppers have provided me with a tailor made mystery shopper programme to measure my business performance. They were quick to understand my priorities and offer customisable solutions to meet my business needs. They are incredibly helpful and have made the process so simple. The programme has helped identify focus areas that I have been able to work on and improve my shops performance."

"Unilever uses mystery shopping as one of the key measures for its consumer care operation. Since 2004 we have carried out regular campaigns to ensure that our consumer service targets have been achieved by our call centre. The programme was developed in conjunction with Mystery Shoppers. Their input was invaluable in ensuring that appropriate measures and scoring criteria were adopted. This covers both hard measures (e.g. time to answer call) and soft skills (did the caller feel valued?). Calls are made to our own advisers and to competitor’s carelines. The ongoing support from Mystery Shoppers has helped us to enhance the criteria used to give more differentiated feedback. They have also been on hand to help with interpretation of data and to advise on how this can be used to deliver improvements. I am convinced that the use of this programme has helped us to deliver a better service for our consumers.”

"Battersea have been working for the past three years with Mystery Shoppers Limited. This has been and continues to be a successful and an enjoyable relationship. One of the deciding factors in choosing MSL over other agencies was the availability of shoppers across the UK to facilitate visits to our third party agency fundraisers working on private site locations across England and Wales. The added bonus has been the exemplary customer service and the attention to detail provided by the whole team who look after our account. There is always someone there at the other end of the telephone to answer any concerns or queries that we may have. Due to the nature of fundraising, we have lots of daily changes to our territory site list and the team are quick to respond to any requests for site visit cancellations that are made. Similarly, changes or additions to our report questions are well accommodated. The portal to access the reports is user friendly and updated regularly and the option to receive pdf alerts when the report is ready is particularly useful to respond to any urgent issues arising from sub-standard mystery shops. I would highly recommend working with Mystery Shoppers Limited."

We’ve pretended to be betting shops, scientists, installation engineers, bikers, students, foreign doctors, hairdressers, plumbers, dentists, caravanners, pregnant women, bankrupt, hard-of-hearing, teenagers looking for contraception, pensioners buying insurance and trainee teachers.

We’ve recruited Chinese gamblers, housing tenants, disabled mystery shoppers and males to take the last dance at a lap-dancing club (to ensure nothing is occurring which contravenes the licence).

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 systems) and gone on timeshare holidays. We’ve parked bicycles to see how quickly they get stolen (quickest was 75 minutes – in Croydon). We even have our own dummy businesses with websites.

But all that aside, our case studies demonstrate that a programme set up in accordance with our advice WILL show clear and positive change.

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