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Mystery Shopping

Tap into an objective of CX truth

Mystery Shopping provides a uniquely objective and unbiased source of truth and insight into the consistency of your brand and the effectiveness of your CX programs. With this high-touch and high-tech service, you get an honest, unemotional view of what real customer experience and perceive when they interact with your business, so you can make meaningful changes and improvements where they matter most.

See the Complete, Unvarnished Truth

Expert, unbiased mystery shoppers offer you a complete, unvarnished, and unemotional view of the quality and consistency of your customer experiences at the ground level across all of the channels where you do business. This gives you the information and insights you need to protect your brand, continually improve your customer interactions, and correct problems before they impact your business.

Assess the Competition

Mystery Shopping offers you a great way to measure your own CX effectiveness. It also offers a uniquely potent source of competitive intelligence. By collecting unbiased, emotion-free intelligence about both your own organization and your competitors, you can identify competitive strengths and weaknesses and quickly make adjustments to gain the advantage.

Measure Your Performance against Industry Benchmarks

MaritzCX Mystery Shopping teams understand your industry, including specific customer triggers, performance benchmarks, and other channel nuances. As a result, they know how to collect the deep, meaningful insights that enable you to make concrete, measurable CX improvements.

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Frequently Asked Questions

Are Mystery Shopping services available for different shopping channels?

Yes. You can use our Mystery Shopping expert to measure evaluate customer experiences across your in-store, online, and social media channels. Our Mystery Shopping team will work with you to identify the scope and scale that best meets the needs of your business.

How is MaritzCX Mystery Shopping different than other similar services?

MaritzCX uses the highest standards in the customer feedback management industry to recruit the best and most convincing professional mystery shoppers. Our researchers use proprietary communications technologies to gather critical, unbiased data from our shoppers and customize the interventions to suit your particular needs. Maritz conducts more than 260,000 mystery shopping experiences every year, so we have the scope and experience to meet your toughest requirements.

Make Unvarnished, Ground-Level Truth Part of Your CX Program