Independent Shoppers
Pre-trained auditors and customer survey team members do not carry out mystery shops, helping keep the feedback authentic.
Mystery Shopping
See your business through your customers’ eyes.
Our mystery shopping programme gives you honest, structured feedback from real customer perspectives, supported by Up2Data scoring, trend analysis and practical recommendations.
Customer-ledreal experience feedback
Unannouncedrandom visits
Trend-focusedactionable insight
Real customer perspective
Feedback should feel genuine because it is genuine.
Mystery shopping is a tried and tested process used across many industries to understand how customers experience a business. CB Audits has designed its mystery shopping programme carefully, because we believe the best people to give feedback as customers are customers themselves.
Random Visits
Visits are carried out on random days and at random times, without advance notice to the venue.
Structured Questions
Shoppers provide honest feedback against a set list of agreed questions about their experience.
Actionable Reporting
Feedback is scored, reviewed and turned into recommendations that help improve the customer experience.
How it works
Unannounced visits that reflect the real customer journey.
Enter As A CustomerThe shopper visits naturally, without revealing the purpose of the visit.
Observe The ExperienceThey review key touchpoints across the customer journey.
Complete FeedbackResponses are captured against agreed questions and service expectations.
Identify TrendsResults are scored and compared to highlight inconsistencies and recurring patterns.
Customer service programme
Mystery shops become stronger when combined with wider customer data.
Once feedback has been collected, it is uploaded to Up2Data and scored to identify inconsistencies and trends within the customer experience. We then provide clear findings alongside recommendations for improvement.
Our mystery shopping programme can also form part of a larger customer service programme. Mystery shop data can be correlated with customer experience survey results, giving you a broader picture of your customers’ views.
- Random, unannounced mystery shop visits
- Feedback from a genuine customer perspective
- Scored results uploaded into Up2Data
- Trend analysis and improvement recommendations
- Option to combine with customer experience surveys
01Agree question set
02Assign independent shopper
03Complete random visit
04Upload feedback to Up2Data
05Report trends and recommendations
Powered by Up2Data
Structured feedback, clearer decisions.
Up2Data helps turn mystery shopping feedback into measurable insight. Results can be scored, reviewed and compared so that isolated issues, repeated inconsistencies and wider customer experience trends are easier to see.
Feedback capture
Experience scoring
Trend visibility
Survey correlation
Action recommendations
Customer insight
Why mystery shopping matters
Customers notice what internal teams can miss.
Mystery shopping gives you a direct view of the customer journey, helping you understand how your business feels to the people who matter most.
Experience
Understand how customers interact with your team, venue, service and standards.
Insight
Spot inconsistencies and patterns that may not appear in internal reporting alone.
Improvement
Use customer-led findings to make practical improvements across your operation.
Start with a conversation
Ready to understand your customer experience properly?
Talk to CB Audits about building a mystery shopping programme around your venues, customer journey and service priorities.