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Mystery Shopping & Customer Service Audit Programs

Starting a program with us is the best way to gain insights into your customer experience.

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What is Mystery or Secret Shopping?

Wikipedia defines Mystery Shopping as:

Mystery shopping (related terms: mystery shopper, mystery consumer, mystery research, secret shopper and secret shopping and auditor) is a method used by marketing research companies and organizations that wish to measure the quality of sales and service, job performance, regulatory compliance, or to gather specific information about a market or competitors, including products and services.

Mystery shoppers typically mirror common consumer behaviour to test the consistency of the habits deemed important to specific brands or industries. Mystery shoppers, which are gig workers or independent contractors, submit detailed reports and feedback about their experiences.


Shoppers Confidential is a full-service insight and feedback firm that provides Mystery Shopping and Customer Experience Auditing Services to businesses in Canada and the US.

We help you better understand your customers and guide you through organizational strategies.  Read more about Mystery Shopping Services on our Mystery Shopping Primer page.

We have an extensive Mystery Shopping Case Study to demonstrate the importance and impact a Mystery/Secret Shopper program or insight and feedback program can have on your business.


What are the different pricing levels of Mystery Shopping Programs that we offer?

Traditional Mystery Shopping:

A Traditional Mystery Shopping Program is fully customizable and includes a reporting portal that is designed for your business.  All shoppers are individually assigned and each survey is validated before exporting to your portal.  You can find out what all is included and sign up by visiting our Mystery Shopping Pricing Calculator page.

Mystery Shopping LITE:

Mystery Shopping LITE (Little Insight Into Everything) allows for customizations of the survey but is very budget-friendly.  The surveys are short and highlight key KPI's you want insights from.  On our Mystery Shopping Pricing Calculator, we offer more details as to what is included with our LITE program compared to our other programs.

Frictionless Mystery Shopping:

Frictionless Mystery Shopping is available without a program or a commitment.  It allows you to utilize our shoppers to complete the generalized audit survey for your industry.  These are great to get a feel for what Mystery Shopping would look like for your business so you can try it out before creating a full program.  You can find out what all is included and sign up by visiting our Mystery Shopping Pricing Calculator page. 

DIY Mystery Shopping:

Not 100% ready to commit to a program? Looking at handling things in-house until you gain more confidence in what you want to measure?  This is the program for you!  100% risk-free and no reoccurring fees or costs.  If you want more information, our DIY Mystery Shopping page covers it all (coming soon!).


Why Choose Shoppers Confidential?

  • We have the best and most qualified mystery shoppers.
  • Our mystery shopping programs are customized to fit your requirements and budget.
  • We have an expert team of staff ready to analyze your reports and develop solutions to increase your sales.
  • We give personalized attention to all clients, your complete satisfaction is important to us (we even have a Happiness Promise)
  • We have extensive experience conducting mystery shopping programs to effectively improve service performance and customer experience.
  • We are one of the largest mystery shopping companies in North America.
  • We offer additional products and services that work with your Mystery/Secret Shopping Program to afford you a 360° view of your customer's experience.
  • Our reporting portal aggregates your insight and feedback data into meaningful and actionable data to ensure a strong ROI.




Do you really know what’s happening on the front line of your company, especially when you’re not available? Even one employee’s poor performance can waste the millions of dollars spent getting and keeping your customers. (Quoted by Baron Hilton of Hilton Hotels).

Our certified mystery shoppers act as your eyes and ears. This gives you a 360° view of your business from the customer’s perspective. Reports provide you with objective details and are a tool to further enhance the training of your staff.

Your mystery shopping reports give detailed, objective and accurate views of your business from the customer's perspective.

Find out more about our Customer Sales and Service Audits.

Mystery Shopper Charts projecting growth


These just aren’t any surveys… Customers will want to fill these out!

Customer satisfaction surveys are designed to encourage customer participation. Surveys can be administered through a smartphone or a standalone kiosk in your locations (most effective, for higher response rates).

These can even be a survey or QR code linked directly to your website which can be emailed to your customers to collect feedback.

This is something you can implement to encourage your everyday customers to leave their feedback.  Find out more about our VoC Programs.
Person using a Shoppers Confidential touchscreen


Get a competitive edge on your competition to always be one step ahead. Our experienced shoppers will evaluate your competition from top to bottom at your request. Find out more about our Competitor Intelligence Programs.

Hurdles. Overcome them with Mystery Shopping from Shoppers Confidential


Do you sell alcohol or tobacco products? Our compliance program provides invaluable peace of mind!

Protect yourself, your employees, and your business. Ensure all government compliant identification procedures are being followed appropriately as required. A mystery shopper (of legal age) but still under 21 (or 25) makes a purchase, and reports whether the proper identification was requested.  Find out more about our Compliance Audit Programs.

Women holding ID card. Shoppers Confidential


Do you have concerns about shrinkage or employee integrity issues?

We develop programs to identify and control any issues and assist with incorporating a solution.  Find out more about our Integrity Audit Programs.

Nervous man with glasses. Remove the anxiety with Mystery Shopping from Shoppers Confidential


Does your business offer customers the old paper method to share their feedback?

Why not give your customers the convenience of providing their comments online? Leaving comments online is quick and most importantly easy.

Find out more about our Online Comment Card Programs.

Any Comments? Contact Shoppers Confidential


Are your employees treating inbound calls as an interruption or nuisance? Our certified mystery shoppers evaluate the greeting, telephone manner, helpfulness, courtesy, and sales skills. Telephone evaluations are of immeasurable value to call centers and retailers. Calls may also be recorded upon request.

Find out more about our Telephone Evaluation Programs.

Man using a phone to hire a Mystery Shopper


Outbound Call Center

Do you have to gather information that can easily be done over the phone? Depending on the project size, we can set up your outbound call center in as little as 1 week. We provide our clients with accurate and cost-effective call center operations. The data collected is provided however you choose using our automated and fully customizable reporting software. The data is presented in real-time and with action plans on your mobile device, tablet or computer.

Inbound Call Center

Want to be set up an inbound call center? Our phone operators have exceptional communication skills. They deliver the highest customer service standards.

Find out more about our Customer Inquiry Response Programs.

Man speaking on a headset to a Mystery Shopper


This program entails customer sales and service visits to your establishment. Once the mystery shopper has gathered all information needed, the employee can be rewarded on the spot by the mystery shopper, or at a later date.

Rewards are limited only by your imagination. We can help pick the perfect reward for you.

Find out more about our Employee Reward Programs.

Man putting a bonus card in his pocket from a successful Mystery Shop


Other than yourself no one knows your company better than your employees. Are they happy? Do they have ideas on how to improve morale and sales? Surveys are tailored to discover the information needed to maintain a successful employer/employee relationship. Surveys may be administered anonymously or otherwise.

Find out more about our Employee Satisfaction Surveys.

Some of our Mystery Shoppers at Shoppers Confidential.


Our certified shoppers visit your website and evaluate every element including selling tactics, checking out (purchase), returns, ease of use, and appeal to the target audience/market.

Find out more about our Website Evaluation Services.

Checklist. See how our Mystery Shoppers check out your services.


Are your staff serving minors simply because they are accompanied by someone of the age of majority?

This is an excellent choice for restaurants, bars, convenience, and liquor stores.

This program takes the compliance program one step further. *Agents and **decoys visit your establishment together. A customer sales and service audit is performed. The agent takes the lead by requesting an alcoholic beverage or tobacco product followed by the decoy.

*Agent = mystery shopper who has reached the age of majority in your province. **Decoy = minor who is approaching the age of majority.

Find out more about Decoy Mystery Shop Programs.
Mystery Shoppers for the Liquor Industry

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