
Mystery Shopping Customer Satisfaction Customer Experience NPS
Mystery Shopping Insights for Strategic Advantage

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 moreMaintain and increase your customer base by spotting and fixing issues before they drive customers away. Our mystery shopping insights and CX measurement services help you create experiences that keep customers coming back, increasing their lifetime value and reducing the cost of finding new customers.
Mystery shoppers allow you to step into a customer's shoes. By acting as regular customers and experiencing services exactly as a typical client would, they provide unbiased, detailed observations about every aspect of the customer journey. These insights enable you to identify unique selling points and potential areas of differentiation and improvement.
Keep service standards high across all locations and touchpoints. Our mystery shopping programs help you identify and address variations in service delivery, ensuring every customer gets the same great experience wherever they are.
Turn insights into revenue-generating improvements. Our services will help you identify missed sales opportunities, improve upselling and cross-selling, and make changes that will maximise your revenue.
See how your customer experience compares to competitors. Our mystery shopping services give you valuable competitive insights that help you find ways to stand out from the competition.
We work closely with you to understand your business in and out. Based on your goals, we design a mystery shopping programme that measures what matters most to your success. Regardless of your industry, whether you're in retail, hospitality, financial services, or beyond, our tailored approach ensures you receive insights to help your businesses deliver memorable experiences that generate positive reviews and repeat visits.
Our retail mystery shopping programmes help retailers evaluate every aspect of the customer journey to ensure a true omnichannel experience, from merchandising and product availability to staff knowledge and checkout efficiency. We help brands create seamless shopping experiences that drive sales and build customer loyalty.
For hotels, restaurants, and leisure businesses, our mystery shoppers evaluate the entire guest journey, assessing service quality, cleanliness, food and beverage offerings, and staff interactions. Our insights help hospitality businesses deliver memorable experiences that will boost positive reviews and increase footfall.
Our financial services mystery shopping programmes ensure regulatory compliance while evaluating customer service quality. We assess staff knowledge and the overall customer experience, helping financial institutions build trust and long-term relationships.
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.