Blog

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 […]

What Mystery Shopping Agencies Need to Know About Monetizing CX Services As a mystery shopping agency, you already have a foothold in evaluating in-store and service performance. But when you start offering Customer Experience (CX) services, you’re moving into a space with different client expectations – and pricing dynamics. So how should you charge for […]

Tailoring Customer Experience Research for Retail, Banking, and Hospitality In the world of customer experience (CX), one-size-fits-all surveys don’t work. Each industry has unique touchpoints, expectations, and pain points – and your surveys should reflect that. If you’re a research agency expanding your CX services, crafting industry-specific surveys is essential to gathering meaningful insights and […]

Running a small mystery shopping agency means wearing a lot of hats. From coordinating shoppers to delivering reports, even the smallest inefficiencies can cost you time, money, and reputation. As a CX research and mystery shopping software provider with over 20 years of experience, we’ve worked closely with agencies of all sizes. In this guide, […]

Over the past two decades, mystery shopping has undergone a dramatic transformation. What started as a manual, paper-driven process has evolved into a data-rich, technology-enabled industry that plays a strategic role in customer experience (CX) management. In this post, we explore how mystery shopping has changed—decade by decade—and where it’s headed next. Early 2000s: The […]

A mystery shopping program is only as good as the shoppers behind it. Without well-trained, reliable evaluators, even the best-designed programs and mystery shopping software won’t deliver the high-quality insights you need. But how do you build a trustworthy, skilled panel of mystery shoppers who consistently meet expectations? In this post, we’ll cover best practices […]

In the ever-evolving world of customer experience (CX), businesses have more data than ever – but are they asking the right questions in the right ways? Two popular methods for understanding and improving the customer journey are mystery shopping and CX surveys. Both offer valuable insights, but they do so in fundamentally different ways. So […]

In today’s competitive market, delivering outstanding customer experiences (CX) is no longer optional – it’s essential. Businesses are investing in data-driven strategies to understand their customers better. But relying on one method alone – like surveys or reviews – won’t give you the full picture. That’s where the power of combining mystery shopping with Voice […]

Over the past two decades, emerging technologies have transformed industries, and mystery shopping is no exception. One of the latest advancements making waves is artificial intelligence (AI). In the context of mystery shopping, AI serves as a powerful tool for analyzing and interpreting data at scale, offering businesses valuable insights. However, despite its capabilities, AI […]

The fields of mystery shopping and customer experience (CX) research are evolving at an unprecedented pace. While these advancements open doors for innovation, they also present challenges that agencies and providers must address to stay competitive. As mystery shopping software and CX platforms become more sophisticated, businesses must adapt to meet the demands of an […]

Today’s customers are more demanding, more connected, and more aware than ever. To stay ahead, brands must anticipate how their needs will evolve—and start preparing now. Where Customer Expectations Are Headed Over the next decade, customer expectations will shift dramatically. Here are four key trends that will shape the future of customer experience (CX): 1. […]

This year marks a monumental achievement for us—20 years of pioneering Customer Experience (CX) and Mystery Shopping (MS) research. Over the past two decades, we’ve worked alongside forward-thinking organizations to uncover the key drivers of customer satisfaction and loyalty. As we reflect on this journey, we’ve distilled 20 powerful lessons that continue to shape the […]

This year marks a monumental milestone for our organization—our 20th anniversary! Over the past two decades, we’ve been proud to be at the forefront of Customer Experience (CX) innovation and mystery shopping, partnering with businesses to understand and elevate their customer interactions. It has been an incredible journey of growth, transformation, and discovery, and today, […]

Mystery shopping has long been a trusted method for evaluating customer experiences. However, one of the ongoing challenges in this field is balancing subjective perceptions with objective assessments in reports. While personal impressions from a mystery shopper can offer valuable insights, achieving fairness and eliminating bias is crucial to providing actionable recommendations for businesses. In […]

In the modern business landscape, delivering exceptional customer experiences is non-negotiable. To achieve this, companies rely on tools like CX surveys to capture direct customer feedback. However, combining these with mystery shopping programs can unlock a comprehensive view of customer behavior and expectations. Here are five key ways mystery shopping complements CX surveys and enhances […]

In today’s competitive landscape, delivering an exceptional customer experience (CX) is not just a luxury—it’s a necessity. Brands that prioritize CX build stronger customer relationships, increase loyalty, and drive revenue. But how do you know if your CX strategy is falling short? Here are three telltale signs that your CX needs improvement, along with actionable […]