Mystery Shopping Customer Experience
Measuring & improving the customer experience
As one of the first (est. 1990) UK providers of Mystery Shopping, ABa Quality Monitoring is an industry-leading agency and one of the most advanced creators of bespoke CX measurement programmes.
We offer all types of CX measurement tools, and we specialise in (operationally focused) Mystery Shopping programmes that drive positive change.
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 touchJoin our team
Our mystery shoppers come from every walk of life and background. Apply here to become an ABa Mystery Shopper.
Apply nowOur Services
Every company, customer or experience is unique. So, it’s not a surprise that there isn’t a one-size-fits-all approach that delivers a way to measure CX across every organisation. At least, we don’t think so, and our clients agree.
Mystery Shopping
Through coordinated programmes of in-person visits to our clients’ customer facing facilities and sites, as well as telephone, email and online interactions – we deploy hand-picked Mystery Shoppers to measure service at the frontline. We work in any industry sector and have extensive experience within Retail, Leisure and Financial Services.
Read moreCompliance Audits
Whether checking health & safety in public houses, measuring queue times, checking POS compliance and marketing layouts, or cross-referencing online orders within instore product availability, we design programmes that meet our specific clients’ requirements.
Read moreCustomer Experience Measurement
Customer Experience Measurement is a catch all term that covers a wide range of tools that capture customer-centric data relevant to an organisation and/or industry. The insight gleaned from this data allows organisations to interpret and analyse how customers perceive and interact with their products, services, and brand.
Read moreVoice of Customer
In the same way as our Mystery Shopping programmes, we work in partnership with our clients to design, implement and manage a bespoke Voice of Customer programme that is best suited to their individual business. We use a range of customer metrics, such as Net Promoter Score (NPS), Customer Satisfaction (C-Sat) and Customer Effort (CES).
Read moreSatisfaction Surveys
As part of our complete CX measurement toolkit, we design, build, and manage a range of different customer satisfaction & employee satisfaction surveys, either as stand-alone projects or as an enhancement to an existing Mystery Shopping programme.
Read moreStructured Customer Reviews
We developed our unique Structured Customer Review programme (SCR) to address the need to assess more challenging service situations where Mystery Shoppers cannot be used at all, or where they cannot be deployed in desired volumes.
Read moreCustomer Experience Dashboards
Our CX dashboards provide a one stop shop for information and trends on all customer measures within each client’s business, helping our clients put the customer at the heart of everything they do. The dashboard can display a wide range of different data streams, and we work with our clients to understand who needs to see what, and how best to show the information for ease of use, understanding and engagement.
Read moreColleague Training
Most frequently, we offer this as a complementary service to an existing CX measurement programme, where we have identified a need for additional frontline engagement and support. The training itself takes many different forms, and just as we do for each programme, we devise a structure that best suits each organisation and need.
Read moreHow we can help your business...
To find out how we can help you better understand and improve the customer experience you offer, please get in touch with our Experience Team
Get in touchTestimonials
Join Our Team
Our mystery shoppers come from every walk of life and background. Apply here to become an ABa Mystery Shopper.
Apply nowABa 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.