About

SecretShopping.org.uk was created with two clear aims in mind. Firstly, to provide legitimate mystery shopper jobs to those interested, and secondly to use these shoppers for producing quality research. When we say quality research, we mean valid and reliable results which are able to provide a solid return on investment for our clients.

Our results and testimonials really do say it all. It’s a win-win situation.

Quality Undercover Research

Whether it’s face-to-face meetings or phone call conversations that mystery shoppers engage in, there is a need for them to be highly observant and probing with their questions, without giving away their true identity. Previously, the secret shopper industry was poorly organised and without standards or linking up to other agencies, it meant that the reports weren’t as accurate as they should have been. This is all different now as the data that is collated can be graded and authenticated via different ways, and this makes the evidence from the reports even more useful than before.

Almost any industry can benefit from mystery shoppers, from restaurants, hotels, supermarkets and even flights, to car mechanics and call centres. Each one can have their customer service tested and reported, so that the parent company can act upon the instant results that are gained.

For the undercover shopper, it can be a good way to earn a side-income. The projects are assigned to them after an initial interview and survey, and with some training in practicing the art of “seeing without being seen”, they can have regular work that is interesting and entertaining. What’s more, there are no subscription charges to be listed on the database of mystery shoppers and payments are made directly to the shopper once the job is complete.

For the client involved, it means that they can receive qualitative and quantitative results in a very short space of time, that can be measured, analysed and acted upon to solve problems, adjust areas that need improvement and commend staff that stick to guidelines and go beyond the call of duty to improve customer relations. The assignments themselves can be unusual and rewarding not only financially but in knowing that the mystery shoppers are helping make a difference for all customers that use the company’s services.

History of Mystery Shopping

Undercover mystery shoppers used for business purposes, to see what customer service is really like and what feedback real customers can give the company, was first reported in the 1940s during the film “The Devil and Mrs Jones”. In the film, Charles Coburn is chewing gum in an annoying fashion while the shopper, Jean Arthur, reveals her identity and tells him to stop chewing. The main goal of a secret shopper is to act and be treated as a real customer, yet relay their information back in order for the company to analyse and focus their efforts on customer satisfaction and making sure all standards are being met.

This interactivity between customers and employers is similar to the way that Kings would disguise themselves and see what people really thought of their ruler and the state of the Kingdom. The concept has been extended to the commercial industry and it allows secret shoppers to gain valuable evidence of stores, staff and services, and they can even record the events with a video camera or microphone. The reports are so useful for management to act upon and clean up any sloppy standards, reduce wastage or increase security within the shop in question.