How Mystery Shopping Works


Working in Partnership

Personalised Service

Providing a personalised service is a very important part of our company ethos; by working closely with clients, we can ensure each programme is designed to fit around the company model and its objectives.

By working with us, you won’t just find out what needs fixing, you will have a programme which will change staff behaviour and fix the issues highlighted.

All programmes include:

  • An opportunity to be involved in key decisions during programme design.
  • A project manager with relevant industry experience.
  • A dedicated project team from design to delivery.
  • Regular updates from the team and regular review meetings.
How Mystery Shopping Works
our services

It's not just shopping

Mystery shopping is a hugely versatile tool; not only is it an objective way of measuring business performance, it also in itself drives positive behaviours amongst teams.

Mystery shopping provides the insight into the customer experience and is also the solution to improving it.

It works for any product or service in any industry; whether it’s transport, medical or business. Click ‘read more’ below to see which industries we work within:

Mystery Shopping

We will want to hear and understand more about your business, improvement objectives and customer experience goals. You might be looking to:

> Test Compliance
> Embed Training
> Reward Teams
> Obtain Insight
> Test Services

> Drive Behaviour
> Monitor Process
> Product Testing
> Benchmarking
> Audit Standards


We have over 350,000 mystery shoppers all over the world meeting a huge range of demographics, enabling us to match your typical customer profile and provide more in-depth feedback as a result.

Bespoke solutions

Programme Design

We believe that the design phase is the foundation of a successful programme.

In order for us to guarantee its success, we will want to really understand a typical customer’s journey to ensure we capture insight on all of the necessary touchpoints.

We will design the programme methodology and assessment forms to gather the data required to meet programme objectives.

The most successful programmes are those where staff have been fully consulted and – ideally – involved in designing the assessment forms against which they will be measured.  We can provide help, guides and materials to support this taking place.

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Between 50-100 people sign up to our panel every single day and we ask them a range of questions to build their “shopper profile”.



Mystery shoppers are provided with a comprehensive brief detailing the requirements before their assessment.



Shoppers complete their assessment using our free mobile app, allowing data to be collected in real-time whilst remaining covert.

Reporting Results

Actionable Data

Our team of experts will not only provide you with the results of the assessments, but also give you deeper insight into how you can action the findings for ongoing improvement. The programme itself will be designed to encourage performance improvement amongst your teams and we will work with you until you achieve and exceed your customer experience goals!


Online Reporting

View all your Mystery Shopping data in one convenient place with access to our industry-leading reporting software, MSL Online.

  • Track and analyse all of your data, compare your reports and easily view all of your photo, audio or video evidence.
  • See your results in an array of configurable, different format. 
    ‘Need to knows’ are presented to you immediately on your customised dashboard.
  • Easily export the results and data tables for your own analysis or for use in meetings and presentations.
  • Define different levels of authority to ensure that only information appropriate to that user can be accessed, allowing everyone throughout your organisation to view and track their own results on the same system.

Bespoke Reporting

To complement your web-based reporting, our team of Data Analysts and customer experience experts can create bespoke reports to meet your requirements and match your company branding.

Whether you need a presentation of your mystery shopping results together for the next monthly meeting, an end of year written summary to provide to shareholders or would just like us to summarise the results and provide you with actions to take, our team will be happy to help. This will mean that you are free to spend more time actioning the results and less time preparing documents.

Our reporting options are flexible and can all be distributed to multiple recipients as often as you require.

How Mystery Shopping Works Assessment Channels
How we can assess your business

Assessment Channels

We can assess interactions of all types including:

  • Face to Face
  • Telephone
  • Social Media
  • Website
  • Email
  • Webchat
"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."
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