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User Sense
Mystery Shopping

How do customers experience your services? 

Gain insight into the customer service of employees and determine whether they represent the company well. With concrete insights that follow a mystery shopping study, points for improvement and optimizations are easily identified. 

  • Executed via our own platform for UX and Market Research
  • We help you to recruit representative mystery shoppers
  • Our research service takes care of the entire research process
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Friendliness and expertise scores

Gain insights into whether come across as friendly and knowledgeable

Procedure and guidelines compliance

Determine whether procedures and guidelines are followed in the workplace.

Actionable feedback for employees

Mystery shoppers provide concrete and actionable feedback points.

Our approach

Research service

Recruiting mystery shoppers



Our approach for mystery shopping

For mystery shopping research, we hire misterry shopers or guests to visit locations or to contact the customer service department. Once this is done, all insights are analysed and presented in an actionable research report. 

Mystery shopping research methods
  • Mystery shopping. Mystery shoppers visit a location and make use of its services after which they report back on their experience based off predefined criteria. 
  • Mystery calling. Mystery callers reach out to stores or the customer service department and report back on their findings upon completion.
  • Mystery emailing. In this case mystery shoppers reach out via email or a ticketing system. They make sure to track their experience along the way and report back upon completion.
  • Mystery chatting. For specific cases in which the chat has to be tested.

Which method is best suited to your needs?

Share your use case nd we provide you with an answer in 24 hours.

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Let us take care of the entire research process

Our researchers will help you choose the right research method and research questions after which we will conduct the study on your behalf.

Avail of realtime insights and our livestream

Track the progress of the study realtime via our platform. Choose to attend sessions with an interviewer by joining our livestream or playback the recordings afterwards.

Receive an actionable research report in two weeks

This way, you can start implementing optimizations right after the study. Curious to see what a research report looks like? Download a research report here.

Hiring mystery shoppers and guests through User Sense

We can help with the recruitment and selection of suitable mystery shoppers from our panel. By working with shoppers from our own panel, we can ensure quality and provide mystery shoppers with the right briefing.

Recruitment based on customer profiles

In many cases, mystery shoppers are recruited that match the customer profile. For this purpose, the criteria can be communicated to us, after which we take care of recruiting representative mystery shoppers.

What can you expect from a mystery shopping study?

After conducting a mystery shopping study the following is clear:

  • The overall customer experience, customer friendliness and expertise
  • Whether employees represent the company in a correct and appropiate manner
  • The extent to which procedures and guidelines are followed
Research report and full access to research data

Our researchers analyse all sessions and take extensive notes, which can be viewed via the platform. Afterwards, the results are summarized and interpreted in a Research Report

Download a Research Report

Download an example of a research report for free. 

Download report
Costs of Mystery Shopping (Research Service)

The costs of mystery shopping studies are dependent on the methods used. Curious to see what research method we recommend and how much it would cost? Then request a free quote.

Costs of conducting Mystery Shopping Research yourself

Use our platform to recruit mystery shoppers from our panel.. Visit our pricing page to get an idea of the pricing.

Receive a free quote

Find out how much it would cost within 24 hours.

Request a free quote
Knowledge base

Learn more about mystery shopping

Learn more about mystery shopping in our knowledge base.

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Frequently asked questions

Below you find the answers to the most frequently asked questions. Is your question not listed below? Then contact us directly

Yes. We adhere to all privacy regulations in Europe, which means we store data in Europe. For specific questions with regards to GDPR, please do not hesitate to contact us

We have implemented a wide range of quality control measures to guarantee tester quality. We manually check all unmoderated sessions. For moderated sessions or interviews, customers can reach out to us within 24 hours to flag any issues. 

We use a wide range of channels - ranging from offline advertising to online campaigns - to make sure that we build up a tester database that is representative of the population. In addition to this, we have translated and localized tester sign up processes so that all testers can sign up in their local language. 

Yes, we have multiple bulk packages available in which a discount is included. 

We operate in all European countries. We have the strongest presence in the Netherlands, Belgium, Germany, France and Spain. However, our platform can be used in any country. We can facilitate recruitment and research services across Europe. 

Yes, we can take care of tester incentives. In addition to providing advice on the incentive itself, we can process tester payments within two business days after completion of the session. 

Yes, you can invite self-recruited testers for interviews or user tests via our platform.

Yes, we welcome all Europe-based agencies. In addition to an agency account, agencies can also avail of our Agency Network. Please book a demo with us for more information.