Expert Opinion: Secret shoppers are your silent success agents

Customer service specialists, insight6, explain how mystery shoppers can help a business better understand their customers and improve their experience.

Mystery shopping is a way for businesses to check how good their service is by sending in secret shoppers. These secret shoppers act like regular customers, visiting stores or restaurants without anyone knowing. They look at things like how friendly the staff are, if the store is clean and if products are available. Mystery shopping helps businesses discover what they’re doing well and what needs improving to make customers happier.

Examples of mystery shopping assignments vary widely and aren’t limited to retail and hospitality. Business industries use mystery shopping to deliver memorable customer experiences (CX).  In the past year alone, we’ve conducted over 23,760 mystery shops for 541 UK brands and offered constructive feedback to 78,520 team members. 

Our case studies showcase how mystery shopping isn’t just for traditional retail or hospitality sectors—it’s applicable across every industry where customer satisfaction matters.

How secret shoppers can foster positive team behaviours.

Secret shoppers are crucial to nurturing positive team behaviours. Their feedback helps teams identify strengths and areas for growth, fostering open communication and accountability. Secret shoppers create a supportive environment for team success by recognising and rewarding positive efforts.

Ready to start mystery shopping? Tips to get going!

Ready to dive into mystery shopping? Consider this: working with a partner who understands its role in your overall customer experience strategy is crucial. Cheap isn’t always the best. Mystery shopping reviews are a great start but a complex process. Choose a CX partner wisely—they’ll handle feedback effectively. 

Read more about mystery shopping, including video mystery shopping via the insight6 website.