It’s not just Shopping

Mystery Shoppers deliver valuable insights

Mystery Shopping is a hugely versatile tool, not only is it an objective way of measuring business performance, it also in itself drives positive behaviours amongst teams. Mystery Shopping provides the insight into the customer experience and is also the solution to improving it.

Evaluators perform specific tasks such as purchasing a product, asking questions, registering complaints or behaving in a certain way. They then provide detailed reports or feedback about their experiences.

Using strict requirements, rules, and guidelines, Hoed’s evaluators carry out a crafted customer route which tests KPI’s and KRA’s of the business under evaluation. Experience results are then submitted into carefully designed survey questionnaires which ‘score’ the visit and integrate the results into high level reportable documents, available online. Each programme is tailor made to suit each clients’ needs.

When customer service is the core of your business, you need to deliver the highest possible standard. However, knowing where your team excels, and where they need additional training, is not straightforward. With regular mystery shopping you can ensure your team are representing your business well and treating your customers to outstanding service.

Assessment Areas

  • Bespoke program design
  • Years of knowledge & experience
  • Easy to digest insights reporting
  • Rotation of evaluators/shoppers
  • Online reporting portal
  • Cost-effective (ROI)
  • Regular or ad-hoc programs

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General Enquiry

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