Case Studies

Case Studies which illustrate excellent use of mystery shopping to drive service improvement.


Reiss was founded in 1971 by David Reiss and has since grown to be a global leader in fashion for both men and women. Today Reiss is a highly respected, prominent business with a high profile celebrity and royal family following. ‘The Reiss customer looks for original and directional design with a strong focus on quality and detail. They expect impeccable service across all channels.’


Unilever is a British–Dutch multinational consumer goods company co-headquartered in Rotterdam, The Netherlands and London, United Kingdom. Its products include food, beverages, cleaning agents and personal care products. Unilever owns over 400 brands and its products are available in around 190 countries.


The Meadowhall Centre, Sheffield, is one of the UK’s foremost shopping centres in the UK with over 230 stores including high-street names and small independents. There is also a Vue Cinema and a dining quarter. The centre holds an annual Retail Awards evening whereby every outlet including retail, food and beverage, cinema, and services are categorised and ranked according to their Excellence in Customer Service. The mystery shopping results help the panel to shortlist sites and the winner receives an award.

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