Monitor your service standards
even when you’re not there

Mystery shopping programs to improve your services

Mystery Shopping and Service Excellence

At Service Intelligence, we believe in the power of excellent service and it’s our mission to develop programs that help you achieve it.

Service Intelligence's mystery shopping solutions give you an accurate picture of the level of service your customers are experiencing. Also known as secret shopping, mystery shopping services provide you with an ongoing monitoring tool to track your business’ performance and continuously promote service standards to your staff.


Our Mystery Shopping Services

Solutions for retail, restaurant, banking, and convenience stores.
Choose a program that makes sense for your business.

Customer Experience Measurement

Customer Experience Measurement

Better manage and continuously improve your customer service experience.

Learn more
Competitor Mystery Shops

Competitor Mystery Shops

Enhance your service strategy relative to your competitors and build your competitive advantage.

Learn more

Responsible Sales Audits

Ensure your staff is selling alcohol and tobacco products safely and responsibly.

Learn more

Excellence is at the Core of Everything We Do

That's why our programs feature:

Customer Experience
Measurement Solutions

You work hard to build a successful service strategy.
Now make sure it's being delivered.

How it works

Design and Deploy

Design & Deploy

Design your evaluation tools based on your company standards with our experts. We'll then deploy our certified shoppers to evaluate their experiences in your chosen locations on your chosen schedules.

Access and Analyze

Access & Analyze

Use our Unified Insights software to access and analyze your evalutation results, by location, date or theme. Create and distribute reports easily to key stakeholders in your business.

Fix and Improve

Fix & Improve

Send real-time issue notifications. Track progress over time. Use results to continually improve your retail execution.


We measure what matters in your customer experience

Our evaluation tools allow you to measure areas of your customer service experience that are most likely to drive sales and customer satisfaction. These are including but not limited to:

Your Staff

Your Staff

  • Staff friendliness
  • Number of staff touch points throughout your location
  • Sales techniques
  • Product knowledge
  • Wait and service times
Your Location

Your Locations

  • Site cleanliness
  • Store layout
  • Merchandising
  • Promotional efforts

Looking for an in-depth audit of your sites? Check out our on-site auditing programs.


Use the results of your program to:

Competitor Mystery Shops

Are your competitors doing it better?

Find out with competitive mystery shops

Uncover competitive intelligence with our competitor mystery shop programs

Learn how you can improve your customer service strategy relative to your competitors. Benchmark your service standards against other companies in your industry.


How it works

first step

Develop

Use one of our existing industry benchmark surveys, or work with us to create your own, and decide on the competitors you'd like to benchmark against.

first step

Deploy

Use our Unified Insights reporting software to view your results against your competitors, identify opportunities for improvement and determine your competitive strenghts.

first step

Benchmark

Shoppers will use our expertly designed surveys to measure key characteristics of positive customer service experience in your industry such as selling techniques, product knowledge, product and merchandising techniques and site cleanliness.


Leverage industry benchmarks

Use the insights we uncover to:

INDUSTRY REPORT:
Restaurant Industry Consumer Insight Report featured in Restaurant Business Magazine

Find out how our shoppers rated 14 well-known quick service brands, with this free report.

Responsible Sales Audits

Ensure your staff are selling safely and responsibly

Ensure your stores are selling responsibly

As a seller of alcohol or tobacco products, your company is responsible for ensuring your staff comply with responsible sales laws in your jurisdiction. Our responsible sales mystery shopping programs give you the chance to constantly monitor and enforce these important standards and laws.


How it works

Deploy

Deploy

We use your internal standards or local legislation to send shoppers within a specific age range to your locations

Evaluate

Evaluate

Shoppers report whether they were requested to provide a piece of identification to verify their age.

Report

Report

Shoppers submit their reports, which are delivered to you in real-time. Use these reports to react and rectify negative results quickly and efficiently and monitor trends over time.


Why responsible sales?