Mystery Shopping

MYSTERY SHOPPING

How we can help?

Mystery shopping is a form of analysis in which mystery shopping companies send people,also known as secret shoppers, to visit sales locations e.g. showrooms, stores,hotels etc and make sales transactions. This helps to measure overall quality of customer experience and make improvements based on the findings.

In your store, even the smallest deterioration in the speed of service can lead to less customers.We use trained and tested secret shoppers in every geography reinforced with our quality assurance teams to make sure every visit counts in order to analyze the excellence of your customer experience.

Our Mystery Shopping Solutions helps you to:

  • Evaluate real-world brand delivery through anonymous, objective assessments that reflect the genuine customer perspective.
  • Identify operational gaps and customer pain points before they affect satisfaction or revenue.
  • Benchmark service and compliance performance across locations and time periods for consistent execution.
  • Translate findings into actionable insights that drive measurable improvements.
  • Enhance accountability through transparent scoring and structured follow-up processes.
  • Align teams around clear expectations, behavioural standards and customer-centric culture.

Customer Experience (CX) Management Services

OUR CX OFFERINGS

Program consultation and design

  1. Assess existing customer experience frameworks to identify improvement areas and design targeted brand audit programmes aligned with operational and CX goals.
  2. Collaborate with client stakeholders to establish performance criteria, mystery shopper personas and key brand differentiators.
  3. Advise on optimal frequency, market coverage and methodology to balance insight quality and operational feasibility.
  4. Integrate mystery shopping insights into broader CX strategies to support cultural and behavioural alignment.

Data capture and action tracking

  1. Leverage GDX platform for seamless data input, validation and escalation tracking.
  2. Provide real-time visibility of brand compliance and service performance.
  3. Automate alerts for critical deviations and highlight quick-win improvement opportunities.
  4. Integrate findings with VoC, VoE and Panel data for a unified CX view.

Program creation and delivery

  1. Develop tailored audit forms and shopper guidelines reflecting brand standards and compliance metrics.
  2. Source, train and validate field teams to ensure data consistency and reliability.
  3. Implement pilot phases to calibrate scoring models and refine reporting structures.
  4. Manage multi-market coordination with centralised governance and local adaptation.

Reporting and analysis

  1. Deliver intuitive dashboards displaying compliance scores, performance trends and root-cause insights.
  2. Present executive summaries and frontline action reports tailored by role.
  3. Use data triangulation to correlate service standards with customer satisfaction outcomes.
  4. Support continuous improvement through quarterly business reviews and best-practice benchmarking.

Mystery Shopping

What makes us different?

  • As one of the best international mystery shopping companies, we have been market leaders in CX Management for 26+ years with a global coverage in 100+ markets.
  • Our inhouse system and platform methods ensure a unique solution for each of our clients.
  • KODOhub application to monitor activity and capture data directly from our evaluators.
  • GDX platform to communicate results, track performance and facilitate enquiries.
  • Localization tool to manage ‘glocal’ needs.
  • KODO-CX app to deliver mobile reporting requirements to your territory managers.
  • We are part of Sonata Software – India’s fastest growing IT Services business, with 5000 passionate technology professionals worldwide.
  • We have strategic ongoing partnership with our clients and ISO9001 certification for quality assurance.
  • We have full omni-channel capabilities that provide bespoke end-to-end customer journey insights and analytics that drive meaningful change.

Frequently Asked Questions

What is Customer Experience?

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

RELATED SERVICES

Looking for other services that can help you complete your CX experience? Have a look at our services offerings

  • Competitor Mystery shopping - using a brand agnostic approach to assess how one organization compares to another.
  • Online / Omni-channel Mystery shopping - understanding the entire customer journey across channels.
  • Voice of Customer Surveys - providing a different perspective on your experience offering, Voice of Customer surveys work extremely well in conjunction with mystery shopping to understand both the specific needs of your customers, in conjunction with how well your teams are performing in the delivery of your own differentiated service offering.

Sonata CX is a global technology company specialising in customer experience CX measurement, platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. It has presence across USA, Canada, EMEA and APAC regions. If you would like to know more on how we can help you, please fill out the form.