
What is Mystery Shopping?

ABa Quality Monitoring has been at the forefront of mystery shopping services in the UK since 1990. As a leading mystery shopping company, we are renowned for our suite of quality CX measurement tools and bespoke programmes.
We focus on what matters most to your business. We can look at every part of your customer's journey, giving a clear picture of what's working well and where improvements can be made. Each evaluation is tailored to your specific needs, so you get information you can use to drive business improvement.
We create end to end bespoke programmes for organisations of every kind. Get in touch to find out how we can help.
Get in touchOur mystery shoppers come from every walk of life and background. Apply here to become an ABa Mystery Shopper.
Apply nowWe understand that every business, every customer, and every experience is unique. There isn’t a one-size-fits-all approach that delivers a way to measure the customer experience across every organisation. This is why we craft tailored and operationally focused mystery shopping and CX measurement programmes that deliver actionable insights.
See your business through your customers’ eyes. Understand how customers interact with your business and create the kind of service that keeps people coming back. As a trusted mystery shopping agency, we help businesses like yours deliver great customer experiences by deploying meticulously selected Mystery Shoppers for comprehensive frontline evaluations across all channels – in-person, phone, email, and online.
Read moreStay on top of potential issues and maintain high standards across all your locations. Make sure your business meets all regulatory requirements and internal standards with our compliance audits. Decades of experience in both covert and overt auditing have equipped us with an unparalleled depth of knowledge across various industries. Our mystery shoppers check health & safety protocols, verify procedures are being followed, measure queue times, and evaluate Point of Sale compliance.
Read moreGet a full picture of your customer experience with our Customer Experience Measurement approach. We combine mystery shopping with Voice of Customer methods, satisfaction surveys, and structured customer reviews to create a comprehensive view of your customer experience. Track performance over time and spot trends that affect your bottom line.
Read moreCut through the noise with our tailored and comprehensive Voice of Customer programmes. We design lean, impactful questionnaires to capture customer insights that really matter.
Read moreAs part of our comprehensive CX measurement approach, we design bespoke customer and employee satisfaction surveys across all channels, which can sit alongside your mystery shopping programme or be used as a standalone insight tool. As most Text Analytics tools aren’t great at understanding the way British people write and talk, we built our own tool that’s designed specifically for British English, so your results are more accurate and useful.
Read moreAssess “hard-to-reach” interactions and ensure compliance with our structured customer reviews. For complex service scenarios where traditional mystery shopping falls short, our Structured Customer Review (SCR) program delivers targeted insights. We use real, pre-briefed customers to evaluate the entire customer journey, focusing on specific behaviours and processes.
Read moreUnlock real-time CX intelligence with our bespoke dashboards and apps. Our custom CX dashboards consolidate all your customer metrics into a single, easy-to-use platform, transforming raw data into actionable insights. We tailor each dashboard to your specific needs and those of your teams, integrating diverse data streams so you can swiftly identify trends, address issues, and place the customer at the heart of every decision.
Read moreBoost frontline performance with our integrated support and training. Our support includes internal mystery shopping, structured workshops focused on improving compliance and colleague understanding, in-depth discussions between frontline teams and mystery shoppers and mystery shopper-led accompanied visits.
Read moreSpot and fix issues before they drive customers away. Our insights help you keep customers coming back and increase their lifetime value.
Step into your customers’ shoes with mystery shopping. See your service as they do and uncover key areas for improvement and differentiation.
Maintain high service standards across every location and touchpoint to ensure every customer receives a consistently great experience.
Uncover missed sales opportunities and improve upselling, cross-selling, and service strategies to drive higher revenue.
Gain competitive insight and see how your service compares, so you can differentiate and rise above the competition.
Our mystery shoppers come from every walk of life and background. Apply here to become an ABa Mystery Shopper.
Apply nowOur committed Mystery Shoppers go above and beyond their normal roles by providing us and our clients with valuable ‘real time’ industry data. All of the ABa Pulse data is taken from non-client assessments captured by our Mystery Shoppers whilst they’re out and about, across the whole of the UK.