Mystery Shopping

What is Mystery Shopping from ABa?

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 Customers to measure service at the frontline. We work in any industry sector and have extensive experience within Retail, Leisure and Financial Services.

Our Mystery Customers are well-briefed in each client’s specific standards, guidelines, language and service culture. Their mission is to capture real insight into each customer experience, how service quality is being delivered and maintained, how regulation is being complied with or gather specific information about products/promotions. And because they’re Mystery Customers, of course, their identity and purpose aren’t revealed to any establishment or staff member, and our teams are highly trained in ensuring they remain ‘mystery’!