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.