Mystery Shopping Research Services

Mystery Shopping Research Services

Mystery shopping enables us to step directly into the people who use your services’ shoes.

Sometimes, excellent marketing and a well-designed store layout can be let down by a lack of knowledge amongst staff or a poor attitude on the shop floor. Discreetly assessing everyday interactions, we uncover what it feels like to be your customer and where improvements can be made.

Where can mystery shopping add value?

Our DJS Research tailored mystery shopping programmes provide an authentic view of how your organisation performs across different touchpoints, whether in-store, online, over the phone or through live chat.

Mystery shopping is highly flexible. It can evaluate a single store, compare branches or track performance across a period of time. It can assess competitor service standards or benchmark your brand against industry norms.

For online journeys, mystery shoppers test digital platforms, reviewing everything from product search to checkout flow. For physical locations, they capture the complete customer journey, from first impressions through to the final interaction.

How does mystery shopping work?

We collaborate with a wide network of trained fieldworkers who pose as genuine customers, carefully following tailored scenarios designed around your research objectives. They record their experiences in detail, capturing everything from staff knowledge and service quality to ease of navigation and speed of delivery.

Our analysis combines detailed qualitative feedback with quantitative scoring, providing practical insights to improve training, processes and customer satisfaction.

Some recent applications of mystery shopping include:

Assessing in-store sales and after-sales experiences at a watch and jewellery retailer.

Reviewing dining club benefits across competitor offerings.

Evaluating electrical store staff on customer engagement, EV point installation knowledge, trade discounts and upselling wider product needs.

Tracking the visitor journey when booking tickets to a national gallery.

Benchmarking prices for service packages across a garage network.

Gauging compliance and staff knowledge of a ‘Help to Buy’ scheme among UK housing developers.

Comparing customer journeys across different debt advice providers.

If you are looking to monitor compliance, track brand standards, or identify moments that delight or disappoint, mystery shopping helps you understand how your organisation is really performing when it matters most.

With mystery shopping, DJS Research brings you closer to the customer reality, highlighting what is working, what is not, and what you can do to raise the bar.

For more information on Mystery Shopping Research Services talk to DJS Research Ltd