Mystery Shopping

Mystery Shopping hero image

Mystery Shopping is an important piece of the customer experience puzzle, illuminating the customer perspective while helping in developing an assessment agenda. Brand-defined assessment criteria can monitor the elements of a service you wish to test against your defined standards, or experience-focused criteria can help you see the world through customers’ eyes and then to benchmark this experience against competitors.

BVA BDRC has extensive experience of mystery shopping and operates major programmes focussing on hotel inspection (Mystery Guest), meetings enquiry handling (VenueVerdict) and brand response on social media (Twystery®). BVA BDRC Group companies provide an international call centre and identities for B2B mystery shopping, as well as a network of trained mystery shoppers experienced in the B2C context.

In contrast to some mystery shopping agencies, BVA BDRC is a full-service market research agency with industry knowledge accumulated through study and analysis, giving it an edge over ‘pure play’ agencies. Mystery shopping results can be combined with insight from other projects and provided via an integrated reporting platform through which they can be securely and conveniently accessed.

You can read more about some of the mystery shopping projects we have been doing here:

Rail Delivery Group: London Turn Up & Go

Services for disabled users of communications services