Find the Right Mystery Shopping Partner for Your Business

In initial discussions, some providers may quote low site evaluation costs. Make sure to ask if there are any other costs that are not included. For example, is there a significant set-up fee? Are reporting costs included or separate? Get a comprehensive view of pricing from all providers so you can make an informed decision.

Secret Shopper® is fully transparent about pricing. We outline all costs clearly in your proposal and agreement. We work closely with you to ensure expectations are set from the beginning—no hidden fees, no surprises.

Generalised services often fall short of addressing specific needs, as they tend to overlook critical nuances. In some cases, solely evaluating the customer experience may provide visibility of only a partial picture, missing out on other essential aspects such as operational efficiency, staff performance, and competitive benchmarking. To gain a comprehensive understanding and drive meaningful improvements, it is crucial to employ a holistic research approach that encompasses all facets of the business.

Secret Shopper® serves a wide range of industries and takes the time to understand your specific business needs and goals. Our team includes experts who specialise in verticals such as retail, hospitality, automotive, financial services, healthcare, real estate, consulting, health & fitness and more. We draw on best practices that have been crafted over 30+ years in the mystery shopping industry to deliver strategies that are proven, effective, and tailored to your unique needs.
We also provide compliance and merchandising audits, healthcare phone call evaluations, and other journey evaluations to ensure you get a full picture of your customer experiences.

Do you want to get started quickly? Some providers take months to get up and running. 

We move fast—most Secret Shopper® programs launch within 2 weeks. From kickoff to results, we focus on speed, efficiency, and value.

As your business expands, some vendors may struggle to keep pace with your evolving needs. Mystery Shopping is designed to enhance your bottom line, so it's crucial to ensure your provider has the capability to support and drive your growth continuously. Some providers may impose additional charges for extra seats, locations, or custom reports that are required as your business scales.

Secret Shopper® designs the platform and the team to scale with you. Whether you're expanding into new markets or adding dozens of users, we grow with you seamlessly and we’re clear about any associated costs before you commit. Typically, at no cost.

Support delays are common with many providers. Make sure to ask what their policy is regarding SLAs for response time.

At Secret Shopper®, we pride ourselves on responsive, dedicated client support. Our team is available in real-time during business hours, and we offer flexible support options for clients in multiple time zones. All requests are handled within 24 hours.

If you are going to invest in Mystery Shopping services, it is imperative that the resulting reports are high-quality and actionable. With some companies, shopper reports are sent to the client without sufficient review. Ask what the review steps are and how this is avoided.

At Secret Shopper®, each report goes through a multi-step validation process, including automated checks and manual review by our Editing team—ensuring only high-quality, accurate data reaches your inbox. 

Mystery Shopping provides tangible benefits across numerous business departments. Check that the evaluation results can be easily implemented throughout the company.

The Secret Shopper® platform integrates easily with CRMs, NPS tools, and business intelligence platforms—making it easy to connect Mystery Shopping insights with broader performance strategies.

Not all companies are equipped to manage global programs. If you have, or are planning to have, branches internationally, it’s critical to find a provider that can accommodate this.

Secret Shopper® has been providing international service for more than 30 years. We provide multi-language support, localised shopper recruitment, and culturally appropriate evaluation tools to ensure consistency across every market you serve.

When any provider relies on third-party platforms, it adds the risk of delays, communication issues and even data leaks.

Unlike many companies that rely on third-party platforms for data collection, reporting, or client access, Secret Shopper® uses a fully proprietary system built and maintained in-house. This gives us complete control over performance, customisation, and security—ensuring your data is protected, your experience is seamless, and your program is tailored specifically to your needs.

Data protection is critical. Data breaches are a risk if your provider lacks proper security protocols. Ask what security parameters they have in place, and if they extend internationally.

Secret Shopper® stores data in secure, encrypted cloud environments and adheres to international privacy standards, including GDPR compliance.