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Mystery shopping

See your branch, outlet or agent the way an ordinary customer does, not the way a scheduled inspection does.

Price
Worked out for your brief, in the calculator
Turnaround
5 to 7 days for a standard wave
See the price for your brief

Quoted against a written scope, and the work starts once payment is received. Or send the request straight away.

What this actually involves

An announced visit measures how your staff behave when they know they are being watched. We send a researcher who presents as a normal customer, follows a scenario you define, and records what happened against a checklist agreed in advance: how long they waited, what they were told, what they were charged, whether the receipt was issued, whether the process matched your own policy. Findings are reported per visit and in aggregate.

What you receive

  • A completed scenario checklist for every visit
  • Verbatim record of what staff said, where recording is lawful and appropriate
  • Receipts, price evidence and queue timings
  • Comparison across branches, outlets or agents

Who commissions this

  • Banks and telecoms monitoring their agent networks
  • Retail chains checking service standards
  • Fuel and pharmacy networks checking pricing compliance
  • Franchise owners verifying brand standards

How it runs

  1. 1We agree the scenario, the checklist and the outlets
  2. 2Researchers visit as ordinary customers and complete the checklist for every visit
  3. 3You receive the record of each visit and a comparison across outlets

What you provide

  • The branches, outlets or agents to visit
  • The scenario the researcher should follow, and your own policy or standard to compare against
  • The checklist of what matters to you: waiting time, what staff say, what is charged, whether a receipt is issued

Limits of this service

  • One visit is one customer's experience at one moment. Patterns show across visits, not in a single one
  • What staff say is recorded word for word only where recording is lawful and appropriate
  • Each visit is judged against the checklist agreed in advance, not against standards added afterwards

Tell us where to go and what to confirm.

Send the location and the questions. We will come back with a fixed price, a named researcher and a date.

Mystery shopping in Uganda | Ground Insights Uganda