Looking at Your Brand from the Perspective of the Customer
Can you really say that you have ever felt like your customer? Online reviews and online surveys hold only the surface of the story. For revealing the customer journey, franchisors need firsthand, unbiased feedback.
Mershimer Group provides Customer Experience (CX) Mystery Shopping programs that deliver objective insights into how your brand is being experienced at the ground level. With a nationwide network of professional evaluators, we help franchisors measure service quality, identify performance gaps, and drive consistency across every location.
What Is CX Mystery Shopping?
Mystery Shopping involves having trained evaluators experience your brand as a customer would: in an actual setting, in an online environment, or over the telephone. Unlike surveys or feedback forms, it gives the franchisor a true picture of the customer experience, free of biases.
With CX Mystery Shopping, brands can:
- Evaluate service delivery and employee performance
- Identify gaps between brand standards and execution
- Gain actionable insights to improve customer loyalty
- Benchmark against competitors in the market
- Validate training programs and operational policies
Our CX Mystery Shopping Services
In-Store Evaluations
Measure service quality, speed, cleanliness, and product consistency.
Digital & Phone Shopping
Assess online ordering, call centers, and digital customer touchpoints.
Competitor Mystery Shopping
Gain intelligence on competitors’ customer experience to identify areas for differentiation.
Voice of the Customer Programs
Go beyond simple satisfaction scores with detailed evaluations of what matters most to customers.
Scalable Programs
Deploy across hundreds or thousands of locations quickly with the largest evaluator network in the industry.
Why Brands Choose Mershimer Group
Largest Evaluator Network
800,000+ verified evaluators, compliance auditors, and panelists worldwide.
Deep CX Expertise
40+ years of leadership experience in customer experience and mystery shopping.
Actionable Insights
Reporting that cuts through the noise and highlights areas for immediate improvement.
Tailored Programs
Custom-designed evaluations to align with your brand standards and business goals.
Common Insights Mystery Shopping Reveals
- Gaps in employee friendliness, product knowledge, or service consistency
- Slow response times in-store, online, or by phone
- Missed upsell or cross-sell opportunities
- Inconsistent execution of promotions or brand messaging
- Service differences between locations or regions
The ROI of CX Mystery Shopping
Brands that invest in CX Mystery Shopping see:
- Increased customer satisfaction and loyalty
- Improved employee accountability and performance
- Enhanced training programs informed by real-world feedback
- Competitive advantage through superior customer experience
Frequently Asked Questions
What is CX mystery shopping?
CX mystery shopping uses trained evaluators to experience your brand like real customers, providing unbiased feedback on service and execution.
Why is mystery shopping valuable for franchisors?
It reveals gaps in service delivery, employee performance, and brand execution—helping franchisors improve consistency and customer loyalty.
How is mystery shopping different from surveys?
Surveys reflect customer perceptions, while mystery shopping provides structured, objective evaluations of actual customer experiences.
Can mystery shopping be scaled across large franchise networks?
Yes. With a nationwide evaluator network, programs can be deployed across hundreds or thousands of locations quickly.
Does CX mystery shopping include competitor analysis?
Yes. Competitor mystery shopping provides valuable insights into industry benchmarks and differentiation opportunities.
Experience Your Brand the Way Customers Do
Your brand promise should be delivered consistently every time, everywhere.
Contact Mershimer Group today to learn how our CX Mystery Shopping programs can help you improve customer experiences and strengthen brand loyalty.