Mystery Man®
Mystery shopping · Customer experience

Mystery shopping.
The service as seen
by the customer.

Mystery shopping projects for businesses throughout Italy. We assess retail outlets, venues and digital channels through undercover visits, reviewed checklists and reports for management.

Request a projectView a sample report

Shared objectives. Trained assessors. Verified data.

Observing customer interactions at the point of sale
REPORT EXTRACT · SIMULATED DATA

Politeness alone is not enough.

The details of the behaviour give meaning to the score.

Courtesy during customer service88.4%
Unsolicited assistance53.7%

From findings to operational recommendations

Observing what happens: real-life experiences, pre-agreed scenarios.

Compare using clear criteria: indicators consistent with your objectives.

Identifying areas for improvementClear, actionable results for management.

What you receive

The right information.
To improve the service.

We organise the materials according to the project: from detailed survey findings to an overview of the network.

01

Verifiable evidence

Structured observations; photographs and documents where specified in the assignment.

02

Indicators and comparisons

Scores, KPIs and comparisons between locations or time periods, in accordance with the criteria defined in the project.

03

Online dashboards

Data can be viewed in the members’ area, with content and access procedures defined for the project.

Examples of dashboards
04

Analysis reports

Comparisons, trends over time and analysis of the findings, with priorities for action identified for senior management.

Excerpts from the report
Explore the sample report
The services

Every point of contact
is an experience.

All survey methods
The methodology

The reliability of the report
begins before the visit.

A context-appropriate checklist, well-trained assessors and a 100 per cent review of completed checklists prior to analysis: this is how observations are turned into actionable insights.

How we work

  1. Shared objectives

    We work with management to define which aspects to observe, which locations or channels to include, and which decisions should be informed by the results.

  2. Selection and preparation

    We identify assessors who match the required profile and train them on the scenarios, timelines and evidence to be gathered.

  3. 100% review of the checklists

    The staff review each completed checklist, checking for completeness and consistency in the responses and evidence gathered. Any doubts are clarified before approval and analysis.

A mystery shopping agency that supports decision-making.

Are your brand standards applied consistently across all branches? Do staff understand the request before proposing a solution? Is the information received online confirmed at the point of sale? A mystery shopping project begins with the questions the company wishes to answer.

Mystery Man®, a brand of Qualore S.r.l., organises on-site and remote assessments for companies and organisations throughout Italy: prepared scenarios, observation criteria and checklist verification. The results help those coordinating the service to identify behaviours to reinforce and areas for improvement.

What does a mystery shopping agency do for a company?

It works with management to define what to observe, selects and trains the mystery shoppers, coordinates the visits and reviews the evidence gathered. The project links the customer experience to verifiable questions and produces a report that can be used to inform decisions on service, the network and training. Discover the design and monitoring method, along with examples of how results are presented.

How do you choose between mystery shopping agencies?

Clarify your objectives and compare how scenarios are prepared, investigators are trained and checklists are reviewed. Ask what comparisons will be possible and what deliverables you will receive: a visit form, a dashboard and an analysis report each meet different needs.

Which project is right for your organisation?

You can evaluate a venue, compare a network or follow an approach that combines digital interaction with an on-site visit. Explore mystery client services for shops and franchises, mystery guest services for hotels and restaurants, and online mystery shopping.

To draw up a proposal, it is helpful to specify the sector, locations, channels, timeframe and objectives. Compare mystery shopping services for businesses and tell us which decision you wish to support.

Let’s discuss your project.

Which aspects of the service would you like to understand better? Let’s start with your objectives to define an assessment programme that will benefit your organisation.

Request a project
Mystery Blog

Understand the service.
Understand the customer.

Further information

Insights into customer experience, service quality and mystery shopping. Read the latest posts on the Mystery Blog.

Do you have an eye for detail?

Discover the section dedicated to mystery shoppers.

Become a mystery shopper