Mystery Shopping:
Your Path to Customer Experience Success

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.

Our Services

Mystery Shopping
Compliance Audits
Voice of Customer
Customer Satisfaction Surveys
Customer Experience Measurement
Structured Customer Reviews
Colleague Training
Customer Experience Dashboards

Talk to us

We create end to end bespoke programmes for organisations of every kind. Get in touch to find out how we can help.

Get in touch

Join our team

Our mystery shoppers come from every walk of life and background. Apply here to become an ABa Mystery Shopper.

Apply now

Our Mystery Shopping and CX Measurement Solutions

We 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.

Mystery Shopping

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.

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Compliance Audits

Stay 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.

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Customer Experience Measurement

Get 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.

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Voice of Customer

Cut through the noise with our tailored and comprehensive Voice of Customer programmes. We design lean, impactful questionnaires to capture customer insights that really matter.

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Customer Satisfaction Surveys

As 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.

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Structured Customer Reviews

Assess “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.

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Customer Experience Dashboards

Unlock 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.

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Colleague Training

Boost 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.

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How ABa Can Help Your Business

Increase Your Customer Base

Spot and fix issues before they drive customers away. Our insights help you keep customers coming back and increase their lifetime value.

Get Real Insights

Step into your customers’ shoes with mystery shopping. See your service as they do and uncover key areas for improvement and differentiation.

Deliver Consistent Service

Maintain high service standards across every location and touchpoint to ensure every customer receives a consistently great experience.

Boost Your Revenue

Uncover missed sales opportunities and improve upselling, cross-selling, and service strategies to drive higher revenue.

Stand Out From Competitors

Gain competitive insight and see how your service compares, so you can differentiate and rise above the competition.


Testimonials

Retail Training Manager UK & Eire

Luxury Beauty

I was recommended to ABa from a colleague as I needed a partner I felt was capable, could advise and support with our Mystery Shopping needs, starting with a small cohort, progressing to the whole of the UK with the potential for global partnerships. ABa has successfully achieved this and more - the whole team have been so professional diligent and helpful, and it has been a real pleasure to partner with their knowledgeable team. I highly recommend ABa.

Director of Retail

Luxury Retail

Danielle and her team at ABa provided meaningful actionable data to map an overview of store performance against clear key service metrics. We then worked in partnership with ABa to develop a clear service cycle with dashboards and insights that are continuing to help our Retail teams identify wins and learn across service, week in week out, with practical support to help improve performance. Service scores have risen year on year and the customer experience is continuing its positive journey with their help. In everything that ABa has worked with us to achieve, they’ve embodied not only an understanding and commitment to exceptional service, but also a spirit of collaboration and partnership.

Senior Compliance Manager

Post Office Insurance

We’re delighted with our ongoing relationship with ABa Quality Monitoring; they continue to deliver a high-quality mystery shopping service across our UK network and have recently worked closely with us as a critical friend, contributing key intel and practical support into a successful change project.

Mystery Shopper

Anonymous

Fantastic team to work with. I’ve been a mystery shopper with ABa for several years now working with a couple of specific clients. The briefs are always clear, and the team know about the client’s requirements and is always on hand to support me in my assessments as required. Would highly recommend them for those looking to pick up work or seeking support as a client.

Head of Insight

Retail Client

ABa provide an invaluable missing link between successfully carrying out programme deliverables and really engaging the end users of the programme. This engagement is key in driving positive change within any organisation. My experience of working with ABa is extremely positive, with every member of the ABa family offering complete commitment, dedication, professionalism and personality - the cornerstones of any beneficial, long-lasting clientagency partnership.

Retail Manager

Health & Leisure

We have now been working with ABa for a couple of years, and I cannot imagine how we went through our in-house customer service program without their supportive data and feedback for so long before hand. The service provided is totally tailored to our business’ ever-changing needs and range, and the information we get on a monthly basis gives us the insight we need to progress towards our goal of providing our loyal and new customers with excellent service and unforgettable shopping experience.

Director of Audiences

Sales & Marketing, The Lowry

ABa Quality Monitoring has supported us to better understand the end-to-end customer experience across our website, contact centre, theatres, dining, bars, retail shop and art galleries for the last 4 years. They continue to work closely with us in ensuring a measurement programme that includes our core standards with a focus on the customer journey and our customers’ experiences. The team are always on hand, flexible and supportive, with the outputs being open and honest with clear, actionable detail to help us to drive further improvements across our business.

Head of Customer Experience

Rail Transport

I thoroughly enjoyed working with Dawn and Laura on developing a complex customer experience insight programme. The ABa team well understood our needs and worked quickly to set up and deliver the work with an attention to detail. I was particularly impressed at how closely they were eager to work with us to ensure we genuinely got everything we wanted from the exercise.

Chief Operating Officer

Gravity Active Entertainment

Gravity Active Entertainment have had the pleasure of using ABa’s services to assist our company improve our customer experience for over 4 years. The quality and depth of the information provided to allow our managers to focus on the area’s most needing improvement is excellent with the online portal provides a variety of tools to help our team manage action plans and review scores and historical information being second to none. I would recommend ABa to any business that takes customer experience seriously.

Marketing Director

Global Professional Services Business

We have been working with ABa for a number of years and from the outset the level of service has been at a consistently very high standard. Dawn and the team are extremely professional and thorough, and always go the extra mile to ensure that they deliver on our research needs.

Learning & Development Manager

Retail

ABa have worked closely with us to understand the detail of our service delivery and the required measurement around this. Dawn and Laura met with our Retail team in store to see service in action and understand each step of the customer journey in order to help design the Mystery Shop programme. The care and attention that ABa put into building our client relationship certainly elevated the onboarding experience. The project was executed ahead of time and feedback from all stakeholders is extremely positive.

Operational Excellence Lead

Retail & Hospitality business

Working with ABa has enabled us to unlock a global set of programs, that ensure we are consistent in our brand standards around the world. The functionality to measure performance is important, but what is even more pivotal is that we have a system that collects intelligence from the front line, and supports us in steering business strategy and improvement centrally. Along with world class feedback and action planning to support an agenda of continual improvement. ABa has been flexible, accurate and pioneering in developing what we require as a business.

Mystery Shopper

Anonymous

My go-to mystery shopping company. Fees are better than average, all staff are brilliant and always ready to help, and they have some great clients. Briefs are comprehensive and very clear, with full explanation of scoring criteria for each assessment. Payment is quick and reliable. I’ve been an ABa assessor for many years and look forward to being so for many more. HIGHLY recommended!

Head of Customer Experience

Financial Services Client

ABa have been supporting our organisation for the last 8 years, providing our mystery shopping programme: call listening; reviewing letters to customers and monitoring compliance in store. They have supported me in pulling together annual plans and are always very adaptable to last minute requests and thorough in everything they do.

Mystery Shopper

Anonymous

My experience of working as a mystery shopper, on behalf of ABa Quality Monitoring, is excellent. They are always really friendly, helpful and professional and always offer a great service. They pay your invoices really quickly too. They also offer first refusal to me if I have completed a job for them in the past, which always makes me feel valued as a contractor working on their behalf. I’d definitely recommend them to others based on my experience.

Marketing Director

Global Professional Services Business

We have been working with ABa for several years and from the outset the level of service has been at a consistently very high standard. Dawn and the team are extremely professional and thorough, and always go the extra mile to ensure that they deliver on our research needs.

Head of Customer Experience

Supermarket (Big 4)

ABa has a great team ethos delivering objective and compassionate mystery shopping research that can support change both in the operational delivery as well as the strategic customer journey offer. They are easy to work with and have a true partnership approach, always seeking to understand the culture and priorities of the business and become an extension of the internal team in my experience, which is rare. As such they are always flexible to support in any way they can but are also challenging to ensure they give the external view to seek improvement.

Retail Manager

Health and Leisure

We have now been working with ABa for a couple of years, and I cannot imagine how we went through our in-house customer service program without their supportive data and feedback for so long before hand.

The service provided is totally tailored to our business’ ever-changing needs and range, and the information we get on a monthly basis gives us the insight we need to progress towards our goal of providing our loyal and new customers with excellent service and unforgettable shopping experience.

Join Our Team

Our mystery shoppers come from every walk of life and background. Apply here to become an ABa Mystery Shopper.

Apply now

ABa Pulse

Our 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.

Latest Net Promoter Score

Automotive


Automotive

1st
NPS: 50
Financial


Finance

1st
NPS: 50
Retail


Retail

1st
NPS: 50
Telecommunications


Telecomms

1st
NPS: 50