ExM Mystery Shopping

ExM Mystery Shopping provides you with an objective evaluation of the customer side of the coin without being clouded by customer expectation and perception.

A 3 pronged attack

Synovate provides a range of mystery shopping services and our experts excel at identifying client needs and designing tailored, robust mystery shopping solutions to fit specific requirements. As a research tool, ExM Mystery Shopping has many different applications:

  • Tactical business information gathering through auditing and site monitoring
  • Business regulation enforcement through compliance testing
  • Informing learning & development and driving business change through comprehensive mystery customer interactions

A holistic approach

At Synovate, our ExM Mystery Shopping programmes are designed to ensure they link effectively with other customer experience & performance measurement research. Our ExM Mystery Shopping community prides itself on its thought leadership and capacity to innovate and has developed global mystery shopping protocols that focus on consistent quality standards, integrating best practice from round the world, and the application of these across international borders.


Unrestricted application

In the past year alone, we have conducted over 60,000 mystery shopping experiences for a variety of clients across all industries, including financial and business services, retail, media, air travel, consumer goods, public sector (including Government, Government agency, public transport and military), automotive, and technology, to name a few!


More than just research

Our ExM Mystery Shopping experts are also able to take their research one step further than simply reporting the findings. For clients who like that little bit extra, we offer a comprehensive organisational change consultancy, where we get to know you and your business even better. By using localised interventions, getting to know your systems and your people, and hosting training workshops with your staff, we can help you to drive real change, fast.