Blog

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 […]

Gone are the days when the customer journey followed a predictable path from awareness to purchase. Today’s customer journey is anything but linear. It’s dynamic, unpredictable, and as unique as each individual customer. With customers interacting across multiple channels—both online and offline—brands must rethink how they map and manage these journeys to ensure a seamless, […]

This year’s MSPA conference was an unforgettable gathering for the mystery shopping industry, filled with energy and excitement. Attendees, including professionals, enthusiasts, and partners, came together to explore the latest industry developments, exchange ideas, and shape the future of mystery shopping. Opportunities for Networking From the moment we arrived, the atmosphere was electric with opportunities […]

As companies continue to recognize the importance of employee engagement, the Voice of the Employee (VoE) is evolving into a strategic asset for building resilient, customer-centric organizations. In 2025, several key trends are expected to shape the VoE landscape, from advanced analytics and real-time feedback mechanisms to a renewed emphasis on employee well-being and belonging. […]

In today’s highly competitive business landscape, customer experience (CX) is no longer just a “nice-to-have” — it’s a crucial differentiator. Modern consumers have more choices than ever, and their loyalty often hinges on how they feel about a brand, not just the products or services it offers. For brands aiming to stay ahead, investing in […]

In the fiercely competitive world of cosmetics, where customer loyalty is driven by quality, service, and brand experience, mystery shopping has become an indispensable tool for brands seeking to maintain and improve their reputation. For mystery shopping agencies, the cosmetic industry presents unique opportunities to offer tailored services that go beyond the basics of service […]

In the world of customer experience (CX), closing the loop is a crucial step toward improving satisfaction and loyalty. While gathering feedback is essential, acting on it and letting customers know their input has been heard is even more important. This process, known as CX closed-loop feedback, helps businesses respond to customer issues in real-time, […]

In today’s competitive landscape, customer experience (CX) is a vital differentiator that can make or break a business. Understanding the needs, preferences, and pain points of customers is more crucial than ever, and multi-channel CX surveys have emerged as one of the most effective ways to gain this insight. By using multiple channels to gather […]

Introduction Employee engagement is a crucial aspect of any successful organization. It refers to how committed, motivated, and invested employees are in their work and the company’s goals. One of the most effective tools for gauging employee engagement is the employee engagement survey. These surveys provide valuable insights into how employees feel about their work […]