For example, in a retail environment, excellent marketing and a well-designed store layout can be let down by a lack of knowledge amongst staff or a poor attitude on the shop floor.

Mystery shopping can be used to understand and compare the level of product or service knowledge amongst staff, review sales skills, see how complaints are handled and escalated, test the procedures for carrying out a refund or exchange – in fact any transaction that takes place between a customer and staff.

We have conducted mystery shopping exercises face to face, in store, remotely online and by telephone.