You run a service business. Your customers judge every visit. Most never tell you what failed. They just leave. Our five main lines cover car dealerships. Apartment communities. Hotels. Resorts. Casinos. Senior living. The same evaluation works for your business too. Trained mystery shoppers visit as ordinary customers. They experience your business on-site, by phone, and online. They file an honest report in detail. Every report uses one standard score. Every score feeds the same tally. Your managers coach from proof. We scope every program with you before anything starts. Signing up is free.
FUTURE LINE — BY AGREEMENT
Hospitals & Health Systems
A future line.
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By agreement only. Shoppers test the phones. Shoppers test the front door. Scheduling calls. Registration. Wayfinding. Billing questions. The visitor experience. Phones and front doors only. No clinical encounters. No emergency rooms. You set the full scope with us before any shop.
Restaurants
A shopper dines as an ordinary guest.
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The greeting. Seating. Order taking. The meal. Table care. Checkout. You see the meal your customer got.
Retail Stores
A shopper walks the full trip.
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The greeting. Help on the floor. Fitting rooms. Checkout. Returns. You see the visit your customer sees.
Banks & Credit Unions
A shopper reports the branch greeting.
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The account-opening conversation. Phone support. Follow-up. Service experience only. Never compliance testing. Never sales-practice testing.
Wireless Storefronts
A shopper visits as an ordinary customer.
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Carrier store. Authorized retailer. The report scores the greeting. The wait. How plans get explained. How devices get explained. The close. You see the visit your customer lives.
Gyms, Fitness & Wellness Centers
A prospective member lives the visit.
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The tour. The signup conversation. Cleanliness. The class experience. Follow-up. You get each step scored.
Scheduling. The estimate explained in plain language. The wait. The pickup. Follow-up.
Real Estate Sales Offices
Inquiry calls.
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Showing appointments. Follow-up. Scored as a buyer lives them. Apartment leasing is one of our main lines.
Call Centers & Phone Support
Evaluated by phone.
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Remotely. Answer time. The greeting. Resolution. Follow-up. You learn whether the question got solved.
Movie Theaters & Entertainment Venues
The full night out.
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Start to finish. Ticketing. Concessions. Cleanliness. Staff help. Scored as your guest lives it.
Grocery Stores
A neighborhood store.
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Scored. The greeting. Help finding items. Checkout. Cleanliness. The personal touch, measured.
Government — Local, State & Federal
Permit offices.
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Municipal service desks. State service centers. Licensing counters. Post offices. Federal service counters. A shopper stands in line as an ordinary resident. The report scores the line. The courtesy. The clarity. The wait. Service experience only. Never investigations. Never compliance testing. Never ID testing. Nothing recorded.
Furniture Stores
A shopper shops as an ordinary customer.
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The greeting. Help on the floor. Product knowledge. Showroom condition. Checkout. Delivery options explained in plain language. You see the visit your customer lives.
Liquor & Beer Stores
A shopper visits as an ordinary customer.
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The greeting. Product knowledge. Store condition. Helpful guidance. Checkout. Service experience only. You see the visit your customer lives.
Smoke & Vape Shops
A shopper visits as an ordinary customer.
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The greeting. Product knowledge. Store condition. Helpful guidance. Checkout. Service experience only. You see the shop your customer sees.
Sports Venues
A shopper attends as an ordinary fan.
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Gates. Ticket check. Ushers. Concessions. Seating. Cleanliness. The report scores the whole event as a guest lives it. You see the night your fan had.
Auto Mechanics & Oil Change
A shopper books as an ordinary customer.
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The service desk. The explanation in plain words. The waiting room. The invoice. Pickup. Service experience only. Never a judgment of the repair. You see the visit your customer lives.
Fast Food
A shopper orders as an ordinary customer.
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Counter. Drive-thru. The report scores the greeting. Order accuracy. Speed. Cleanliness. You see the meal your customer got.
Hair Cutters & Barbers
A shopper walks in as an ordinary client.
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No appointment. The wait list. The greeting. The chair. The cut. Checkout. You see the visit your customer lives.
Supermarkets
A shopper fills a cart as an ordinary customer.
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Produce. Deli. Bakery. Meat. Checkout lanes. The pharmacy counter, scored on counter service only. Never medical advice. You see the trip your customer takes.
What Our Shops Do — and Never Do
One bright line holds for every business. Our people are ordinary customers. Nothing more.
Do: Evaluate the experience as an ordinary customer. Greeting. Cleanliness. Speed. Script compliance. Facilities. Food and stay quality.
Never do: Surveillance. Following any person. Investigating any person. Integrity stings. Theft stings. Testing an employee for wrongdoing. Gathering evidence about a person. Recording conversations. Ordinary customers evaluating a service. Nothing else.
Photos: shoppers photograph what a guest can see. The property. Their receipt. Their invoice. Each photo is filed inside the report as evidence. Never restricted areas. Never another guest’s documents. A photo is not a recording. No conversation is ever recorded.
Don’t see your business?
Tell us what you need evaluated. We scope every program with you first. Your first 3 shops are free*, with your first order of five or more. Every report tallies into the same management tool. No pile of paperwork. You get a running picture. What works. What to fix next. One action starts it. Send the inquiry on the Clients page.
*The three pilot shops carry no Hindsight fee. The business pays the shopper’s pay, 30% of the standard price. The business also covers the shopper’s allowance for whatever the visit requires — a meal, a test drive, a wager, a night’s stay, or the purchase being evaluated.
Hindsight