0845 166 4605 [email protected] www.mystery-shoppers.co.uk 0845 166 4606
You can’t manage what you don’t measure
Established in 1991, we are specialists in bespoke mystery shopping and customer satisfaction research.
Our company has grown tremendously to the point of having an international presence with franchises in
the UAE, Kenya, Botswana and India.
We work with a diverse range of clients from small businesses to global enterprises who each receive a
personalised service leading to programmes designed specifically to fulfil their needs.
“Our policy is to provide all of our clients with an individual, high quality service which is excellent value for
money.”
Paul Grafton, Managing Director
Customer Satisfaction Performance Measurement
Mystery Shopping:
Home Visit
Site Visit
Video and Audio
Mystery Calling
Customer Satisfaction Surveys
Customer Feedback Panel
B2B
Customer Experience
and Fulfilment Mystery Shopping Call, Fax, Letter or Email
Fulfilment Tracking
Website Monitor
Competitor Monitor
Social Media Monitoring
Competitive Intelligence
Fulfilment Tracking
Website Usability Assessments
Focus Groups
For us, each project is a specific challenge and we see our relationship with our clients as a partnership
where our role is not just to provide data but to work towards our clients' aims and objectives. We bring
that consultancy element into play when we discuss the nature of the programme, help clients determine
what should be measured and how, advise on the most effective incentive systems, analyse the data and
provide reports with conclusions and recommendations.
Each team within our operations department specialises in certain industries including finance, retail,
travel and hospitability
Our UK shopper database is over 250,000 strong which means that we can find suitable shoppers
which match your customer demographic
Our in house calling team specialise in customer satisfaction and can give feedback on your
customers thoughts or those of your competitors’ customers
We use state of the art covert video and audio capture devices
Web reporting
Your very own online, interactive reporting portal will be made available allowing you to monitor results as
and when they are completed. This secure, bespoke portal has all the tools needed for you to drill down
into the results highlighting problem areas as well as good performers.
The portal includes real-time dashboards, summary reports, net promoter score, action planning,
geospatial analysis and much more.
Summary Reports
If you require more in-depth analysis, our experienced reports team produce bespoke written summary
reports perfect for board meetings and PowerPoint documents which help you to deliver presentations to
those all import stakeholders. Infographics, data tables and executive summaries can really add value to
your programme.
These reports spot trends and guide you in the right direction for the future development of your
company.
Classic management theory says we should all take time to coach our staff including managers and
supervisors, to give them constructive feedback, a pat on the back when they’ve done something well and
to let them know promptly if there’s something they could have done better.
The simplest and most cost effective solution is a mystery shopping programme designed to act as a staff
performance measurement and management tool and as a continuous improvement programme. A
combination of the data collection tools that we offer will you achieve this:
MRS Company Partner
By being a MRS Company Partner, organisations are committed to uphold industry standards and comply
with self regulation. MRS Company Partners endorse and support the core MRS values of professionalism,
research excellence and business effectiveness, and commit to comply with the MRS Code of Conduct
throughout their organisation.
MSPA Member Company
The MSPA is the largest professional trade association dedicated to improving service quality using
anonymous resources. Over 150 member companies worldwide work with their clients to establish
mechanisms to measure and improve levels of service. MSPA members require their mystery shoppers to
abide by the MSPA code of ethics. Mystery Shoppers Ltd is not a large organisation working on maximising
volume. For us, each project is a specific challenge and we see our relationship with our clients as a
partnership where our role is not just to provide data but to work towards our client's aims and objectives.
0845 166 4605 [email protected] www.mystery-shoppers.co.uk 0845 166 4606