Video Mystery Shopping is one of the most powerful ways to experience the reality of your customer journey. Using discreet video technology, businesses can see exactly what customers experience during real interactions with frontline teams.

This type of mystery shopping enables organisations to:

✅ Measure staff behaviours (using BMS®) against brand standards

✅ Monitor sales processes and compliance

✅ Identify coaching and training opportunities

✅ Improve consistency across locations

✅ Capture real customer interactions for development purposes

Video mystery shopping provides clear, evidence-based insight that helps businesses improve customer experience, sales conversion and employee performance.

Our report-based mystery shopping programmes involve skilled mystery shoppers visiting your locations as genuine customers and evaluating the experience against pre-defined criteria.

Detailed questionnaires and qualitative feedback help organisations assess:

✅ Customer service standards

✅ Sales performance

✅ Brand compliance

✅ Operational processes

✅ Regulatory compliance

✅ Pricing and broader market insights

Our mystery shopping reports bring the customer experience to life with detailed commentary, scoring and actionable recommendations designed to support continuous improvement.

Telephone mystery shopping measures the quality, professionalism and effectiveness of customer interactions over the phone.

Using recorded calls and structured evaluation criteria, businesses can assess:

✅ Call handling quality

✅ Measure staff behaviours (using BMS®) against brand standards

✅ Sales effectiveness

✅ Compliance adherence

✅ Response times

✅ Product and service lead times

✅ Call resolution performance

Telephone mystery shopping is ideal for contact centres, customer service teams, sales departments and multi-site businesses looking to improve customer communication and conversion rates.

Social media mystery shopping evaluates the quality and responsiveness of customer service delivered through digital channels such as Facebook, X, Instagram and other online platforms.

Our programmes help businesses measure:

✅ Response times

✅ Tone of voice

✅ Customer engagement quality

✅ Brand consistency

✅ Complaint handling

✅ Resolution effectiveness

As customer expectations continue to grow online, social media mystery shopping provides valuable insight into how your brand performs in public-facing digital environments.

Live chat mystery shopping assesses the effectiveness of online chat support from a real customer perspective.

Our evaluations measure:

✅ Accuracy of information provided

✅ Response speed and availability

✅ Customer service quality

✅ Technical functionality

✅ Sales support effectiveness

✅ User experience

Live chat mystery shopping helps organisations optimise digital customer journeys and improve online conversion opportunities.

Email mystery shopping measures how effectively your teams manage and respond to customer enquiries via email.

Our evaluations measure:

✅ Response times

✅ Quality and professionalism of replies

✅ Accuracy of information

✅ Personalisation and tone

✅ Compliance with brand standards

✅ Resolution effectiveness

Performance in People uses thousands of email addresses across multiple domains to ensure authenticity and minimise detection, helping deliver genuine insight into your customer experience.

Vehicle Service Mystery Shopping is an innovative automotive mystery shopping solution designed specifically for dealership aftersales and servicing departments.

This programme allows automotive retailers to:

✅ Measure aftersales customer experience

✅ Assess service advisor behaviours using the award-winning BMS®

✅ Evaluate upselling and communication

✅ Monitor compliance and process adherence

✅ Identify coaching opportunities

Mystery shoppers accompany genuine customers and covertly video record the service experience, providing dealerships with authentic insight into real customer interactions.

Handover Mystery Shopping enables businesses to evaluate the quality and consistency of their customer handover process.

Commonly used within automotive and housebuilding sectors, this service measures experiences such as:

✅ New car handovers

✅ New home completions

✅ Key collection experiences

✅ Product demonstrations

✅ Customer onboarding journeys

Mystery shoppers accompany real customers and covertly video record the full experience, helping organisations improve customer satisfaction, employee performance and brand perception during critical customer moments.