Uncover and act on the behavioral drivers of the customer experience.

Mystery Shopping is integral to the heart and soul of Second To None, and represents the roots of our firm dating back to 1989. Over the past 20+ years, our holistic, customized and practical multi-channel Mystery Shopping solutions (e.g, On-location, Telephone, E-Commerce/Online, Call Center) have become renowned in our industry for uncovering the underlying behavioral and operational drivers of the customer experience that are ultimately responsible for driving customer satisfaction, loyalty, advocacy and revenue.

We pride ourselves on taking a practical approach to Mystery Shopping and accomplish this through our:

  • Position Paper
  • Fact Sheet
  • Contact Us

  • Integrated Program Design— we design and customize every aspect of your Mystery Shopping program around your organizational lens (how you view and interact with your customers) to ensure the resulting business intelligence is both relevant and actionable to your stakeholders in the field, while being mindful of drawing the direct linkages back to how your customers experience your brand.

  • Modular Questionnaires— we engineer flexibility into your Mystery Shopping program using modular questionnaire applications that offer 1) a ‘core’ module dedicated to uncovering and tracking the most important behavioral and operational drivers of the customer experience, and 2) ‘dynamic’ questionnaire modules through which emerging initiatives can be quickly assessed and acted upon.

  • Extensive Shopper Network— with a network of over 250,000 mystery shoppers throughout the United States and Canada, we can confidently guarantee that we have shoppers wherever and whenever you may need them. Second To None is also a founding member of the International Mystery Shopping Alliance (IMSA), enabling us to offer worldwide Mystery Shopping solutions in every major global market.

  • Refined Shopper Selection and Training— we customize the selection of shoppers for your program based on specific demographic and lifestyle characteristics of primary interest. Eligible shoppers then complete a training and certification module designed around the specific objectives and requirements of your program.

  • Comprehensive Shopper Management— our shoppers are managed on a day-to-day basis by our team of internal field operations associates and are continually rated and ranked on several quality metrics. Shoppers’ performance on these quality metrics has a direct influence on their eligibility for future assignments. Our systems also monitor shopper scoring bias (both positive and negative) and we regularly inactivate shoppers who display a tendency to consistently award high or low overall scores.

  • Obsessive Focus on Data Integrity— we employ a multi-phase quality assurance process that involves the extensive use of statistical process controls, as well as editing, clarifying and proofing by at least two different internal quality assurance associates that have been trained on your program’s specific quality criteria. The end result is that each Mystery Shopping report meets your exacting standards prior to it being released to you and your stakeholders in the field.

  • Real-Time Reporting— Our CATAPULT reporting console provides you access to your Mystery Shopping results in real-time, and offers a wealth of customizable and user-friendly reporting features that empower you and your field management team to take action quickly.

  • Robust Analytics— we use a variety of transparent and best-in-class quantitative and qualitative analytical tools that your team can understand and that quickly transform Mystery Shopping data into customer experience insights, and always present analytic insights to you in the simplest manner possible.