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On-Site Mystery Shopping

Are your locations living up to your brand promise?

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Mystery Shoppers wanted!  Learn more about how to become a mystery shopper for Market Force.

Overview | On-site | Age Verification | Digital | Video | Telephone

See your business how your customers see it

What customers feel, see, and hear at a location directly shapes their loyalty and spending habits. Yet, the reality of their experience often differs from what management envisions. Pull back the curtain and put yourself in your customers' shoes with a unique, unbiased view into daily operations, highlighting strengths, and revealing areas where improvements can make the biggest impact. It’s not about finding faults—it’s about empowering businesses to refine their service, align with customer expectations, and stay ahead of the competition.
customer seeing serving staff

How we become your customers

Market Force recruits and trains certified mystery shoppers from our network of 600,000 members to evaluate aspects like customer service, product quality, and employee behavior. Shoppers visit establishments undercover, observing and documenting their experience in detail. They then submit a report, which is analyzed and compiled into a comprehensive evaluation on a global reporting platform. Clients use this feedback to identify areas for improvement and enhance their customer experience through actionable insights.

Why Customer Journey Mapping is so important for Mystery Shopping

There can be many types of experiences within the same business. Customer journey mapping is a strategic tool that allows you to visualize and analyze the complete journey a customer takes when engaging with your business. It identifies both the visible steps—like entering a store or making a purchase—and the unseen ones, such as their decision-making process or emotional responses. By mapping out the customer journey, you gain a clearer understanding of how customers anticipate these interactions and how they perceive them at every touchpoint.

This comprehensive understanding enables you to evaluate whether your brand standards are consistently upheld across every stage of the journey. It also provides a measurable framework to assess if the experiences you deliver align with customer expectations. Ultimately, a well-constructed customer journey map helps you pinpoint areas for improvement, ensuring that each interaction contributes positively to building trust, loyalty, and satisfaction.

Customer Journey Map
A customer journey map helps you visualize the steps customers take – mystery shopping of those steps provides clarity on how well you execute your plan.

Contact us to learn how we can help you design, launch, operate, and transform your business.

We help businesses of every size and industry achieve more for less. We don’t charge for meetings, quotes, emails, or questions, so please let us know how we can help.

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shopping with help from staff

How Market Force optimizes your Mystery Shopping program to help you achieve your goals.

  • Detailed shopper guidelines illustrate brand standards to ensure high quality data is captured.

  • Objective and customized questionnaires are designed for your Mystery Shopping program that accurately and efficiently capture the on-site operational reality.

  • Mystery shop questions are based on your operational standards, customer service objectives and corporate goals.

  • Evaluations enable you to reward your team members and recognize outstanding achievement.

Do you sell age-restricted products?

We offer specialized on-site mystery shopping for businesses that are required to verify age.

⇒ Learn more about Age Verification Mystery Shopping here!

 

GET A FREE AGE VERIFICATION GUIDE

Are you looking to improve your customer experience?

Fill out the form to schedule a chat with our mystery shopping experts to learn more now!