Frequently asked questions about mystery shopping audits
Everything you need to know to prepare your audit project with confidence.
SETUP
How is a mystery shopping audit set up?
A mission begins with a scoping discussion to understand your objectives, your standards and the channels to be audited. We then create an assessment grid and an audit scenario, before selecting mystery shoppers aligned with your customer profile.
Can the questionnaires be customised?
Yes. Each assessment grid can be adapted to your objectives: welcome, advice, sales, cleanliness, response times, follow-up, digital experience or any other criterion that matters to your business.
Can several points of sale be audited?
Yes. Mystery shopping audits are particularly useful for comparing several locations, measuring network consistency and identifying gaps between standards and the reality on the ground.
PROCESS
Which channels can be audited?
Audits can cover physical visits, calls, emails, web forms, social media, deliveries or any other customer touchpoint.
How are mystery shoppers selected?
Mystery shoppers are selected according to the required profile: age, behaviour, purchase context, simulated need or customer type matching your target audience.
Can we choose the days or time slots for the audits?
It is possible to define audit periods: weekdays, weekends, opening hours, end of day or specific periods. Exact-time visits are not always recommended in order to preserve the realism of the mission.
RESULTS
How are the results delivered?
The results are presented in a report: summary, scores, observations, strengths, areas for improvement and recommendations. A debriefing can also be organised with your teams.
Is a mystery shopping audit used to sanction employees?
No. The objective is collective improvement. Audits help understand gaps in the customer journey, reinforce good practices and build an action plan that is useful for teams.
Can we receive an action plan after the audit?
Yes. The results can be accompanied by operational recommendations, action priorities and training or coaching opportunities.
CONFIDENTIALITY
Are the missions confidential?
Yes. Missions are carried out with discretion and the data collected is handled within a confidential framework.
Do the mystery shoppers reveal their identity?
No. The principle of a mystery shopping audit is based on a realistic and anonymous customer experience.
Do you have a specific question about your project?
Our team replies within 48 working hours.