Mystery Shopping

You can’t possibly see everything that’s going on at the various locations of your business at all times. Yet, you are still responsible for what’s happening everywhere and how it is impacting your overall customer experience (CX).

Mystery Shopping (also known as Secret Shopping) is when individuals pose as real customers and interact with your brand for the purpose of measuring the strengths and weaknesses surrounding the overall customer experience.

Over 30 years of experience!

CSR, Inc. has developed a reputation as a leader in mystery shopping services by delivering actionable market research and analysis to our clients for over 30 years. Our mystery shopping programs, custom designed for both regional companies and well-known national brands, will help you find out what it’s really like to do business with you – in person, over the phone or online. We gather critical intelligence, analyze it, and provide you with insights that allow your leaders to make informed business decisions. Our extensive network of shoppers, who are highly trained in a wide range of industries, specialize in evaluating customer experience both online and in brick-and-mortar stores.

CSR, Inc.'s Mystery Shop Programs will help you:

  • Understand what is happening at each location and how the customer experience differs from store to store
  • Identify gaps in employee training
  • Ensure compliance with legal requirements
  • Confirm that all locations are on-board with company initiatives
  • Better understand your company’s strengths and weaknesses

When visiting your locations in person, our on-site mystery shoppers are trained to obeserve things such as:


  • What is the overall appearance of the location? 
  • What were their first impressions?
  • Does the location comply with signage standards?

Employee Interactions

  • How were they greeted?
  • How long did they have to wait?
  • Was the overall vibe friendly and inviting?
  • Did the associates seem knowledgeable and helpful?


  • What was the speed of the service?
  • Did the product, meal or service meet their expectations?
  • Was there ample suggested selling / cross selling?
  • What was the overall level of friendliness during the visit?
In short, mystery shopping is a way to increase the quality of sales, service and job performance across all of your company’s locations. It also ensures regulatory compliance, adherence to brand standards and improves overall business processes.

Let CSR, Inc. help you develop a customer-centric culture that is the center of your brand.

We recognize that every business is different, which is why we custom tailor our mystery shopping programs to your specific needs and business objectives. We’ll assist you with prioritizing your goals and objectives to help put people – both customers and employees – at the center of your business. 

Our trained mystery shoppers act, shop, and behave as your customer would. They will interact with your staff as a regular customer and digitally record the encounter so we can consolidate and analyze the data and provide you with comprehensive reporting and actionable insights. Take advantage of CSR, Inc.’s expertise in the evaluation of the customer experience and interpret your performance from the perspective of your customer.

Put our experience to work for your business.

For over 30 years, CSR, Inc. has helped businesses large and small improve employee and customer experiences, drive repeat sales, and turn casual customers into loyal users of their brands. Reach out to us today and learn how we can help your business!