Most businesses already collect Voice of Customer (VoC) feedback. Some even track Voice of Employee (VoE). But too often, these two vital perspectives sit in silos: analyzed separately, reported separately, and acted on separately. The truth is: your customers’ experience and your employees’ experience are deeply connected. By blending VoE and VoC insights, agencies and […]

Mystery Shopping and Sustainability Compliance – How Brands Can Evaluate Eco-Friendly Practices Sustainability is no longer just a buzzword – it’s a business imperative. Modern consumers expect brands to not only deliver great customer experiences but also demonstrate eco-friendly practices and social responsibility. This shift has created a new role for mystery shopping: helping brands […]

Mystery shopping has long been a trusted method for measuring and improving customer experience. But in emerging markets – from Southeast Asia to Sub-Saharan Africa – the dynamics can be vastly different from mature economies. Rapid economic growth, expanding retail sectors, and shifting consumer expectations create unique opportunities for businesses. At the same time, cultural […]

Running a small business that relies on freelancers or remote teams, like HR agencies, field audit providers, or boutique research firms, comes with unique challenges. You’re constantly juggling communication, quality control, scheduling, and performance monitoring. When your workforce is scattered and flexible, structure and efficiency become non-negotiable. That’s where the right software can change everything. […]

A Practical Tech Stack for Expanding Your CX Services If you’re a mystery shopping agency offering (or considering) CX research, you know this: Customers interact across channels, not just in stores. Your clients need more than just in-location mystery audits. They need customer feedback that reflects the full journey, online and offline. Here’s how to […]