To better understand people, you need people. We have proven over the course of decades that purpose-built mystery shopping uncovers the core of your customer’s needs. It’s where the customer experience meets the human experience. Rely on the right shoppers and the strongest data to make business-impacting changes that better serve the person––not just the consumer.
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Find the weak points in your service to ensure a memorable, reliable experience that meets your brand promise.
Spot risks to ensure you’re meeting industry standards, creating a reputation of trust and business longevity.
Eliminate bottlenecks across your service channels, creating more efficient and productive customer interactions.
See exactly how your brand stands up in the market and uncover opportunities to differentiate your customer experience.
Every shop is different, but we’ve seen 40 years’ worth of mystery shops, consumer research, and proven business outcomes. Regardless of your business complexity and unique industry standards, mystery shopping can lead to highly targeted and intentional change for your particular brand experience.
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Where do your customers come into contact with your brand? Your mystery shop should follow an omnichannel approach, meeting your customers across all digital and in-person channels applicable to your business.
What brand and service standards are you measuring against? Whether you have clearly defined standards or you’re building from scratch, we’ll help map your customer’s unique needs across their journey, so you know how to meet and exceed their expectations.
What do customers expect from your industry? Whether it’s speed of service, personalized care, or attention to detail, your shop should consider real-world expectations and uncover what matters most to customers in your market.
Something that all industries have in common: customers with evolving needs. From the moving parts of travel and entertainment to the high stakes of fintech and healthcare, elevating your CX is critical to dominating in your industry.
At Second To None, we’ve helped multi-location national and regional brands reduce customer experience friction and increase stakeholder value by over 60%. By uncovering frontline inefficiencies and inconsistencies, our mystery shopping programs have driven an average 26% increase in customer satisfaction and loyalty—elevating every interaction so that it surpasses expectations.
Industry-leading brands rely on our proprietary network of 700,000+ expert mystery shoppers to deliver fast, reliable insights. Carefully selected to match your ideal demographics, our shoppers follow precise scenarios to capture authentic customer experiences across in-store, online, and phone interactions.
Customers interact with your brand in multiple ways, and our mystery shopping program evaluates every touchpoint—from physical locations to digital experiences. Whether it’s in-store visits, website navigation, app functionality, or call center interactions, we ensure a seamless customer journey while identifying areas for improvement.
Every interaction shapes how customers perceive your brand. Mystery mapping goes beyond traditional evaluations by analyzing key moments in the journey, revealing opportunities to enhance the overall experience. We start with a hypothesis of your customer path, validate it through mystery shopping, and refine it to improve engagement at every stage.
Seeing is believing. Our advanced reporting includes video, audio, and imagery, providing clear, real-world evidence of customer experiences. These visual insights help your team quickly identify strengths and address areas that need attention.
Collecting data is just the beginning—our proprietary Catapult reporting software turns insights into measurable impact. With detailed analytics by location, category, and performance trends, we help you uncover key opportunities. Plus, migrating from existing reporting systems is seamless, ensuring no loss of historical data.
We uphold the highest standards in data accuracy, ethics, and confidentiality. Our multi-phase Quality Assurance process ensures every evaluation is reliable, while stringent security measures keep sensitive information protected.
You might be looking to observe true scenarios that happen along the customer journey, ensuring intuitive and fulfilling transactions.
You may have some blind spots across customer interactions. Measure consistency, quality, and efficiency across in-store, online, mobile, and call center interactions.
Employee satisfaction has a direct impact on customer satisfaction. Evaluate staff morale, engagement levels, and training effectiveness to drive performance and retention.
Beyond your products, how is your brand being perceived? Feel confident that all of your locations are consistently upholding your company’s operational guidelines, branding, and service expectations.
If your industry is strict on regulations and faces high risk, a compliance shop may be necessary to verify adherence to regulatory, legal, and brand-specific guidelines and policies.
How are employees delivering your brand message? Evaluate employee sales techniques, product knowledge, and upselling strategies to improve conversion rates.
It matters how people perceive the value of your product. Assess product placement, inventory levels, and competitive pricing to optimize in-store and online sales.
If your key concern is getting ahead and staying there, gather clear business intelligence on competitor strategies, pricing, and customer experience to be the one who sets the standard for your industry.
Ensure the consistency, quality, and reliability of your offerings across every location, channel, and customer touchpoint.
We provide a structured and objective lens into how newly launched locations or initiatives are performing from the perspective of real customers.
Together, we define objectives, gather key inputs, and set the foundation for a successful mystery shopping program.
We’ll translate insights into a tailored program by identifying key touchpoints, designing questionnaires, and structuring the evaluation process.
We’ll finalize materials, set up shopper training, and integrate reporting systems to ensure seamless execution.
Time to launch! We’ll solidify processes, conduct test shops, and wrap up preparations to ensure a smooth rollout and impactful results.
“Partnering with Second To None has transformed our in-store customer interactions, helping us pinpoint areas where clarity and friendliness needed improvement. Their mystery shopping insights were actionable, directly improving customer satisfaction scores across multiple locations. We now have greater consistency in delivering the seamless, engaging experience Xfinity customers expect.”
Xfinity
Senior Director, Customer Experience
“Thanks to Second To None, we’ve significantly enhanced our brand experience across both new and established locations. Their assessments helped us fine-tune product freshness, store cleanliness, and employee enthusiasm—factors critical to our guests. The result is happier customers and stronger brand loyalty in every store.”
Krispy Kreme
Regional Manager, Operations and Brand Standards
“Second To None’s mystery shopping expertise has been crucial in elevating our compliance and customer interaction standards. Their detailed evaluations uncovered subtle gaps in our account-opening process, allowing us to swiftly implement targeted training. As a result, our branches now consistently deliver secure, personalized experiences that strengthen client trust.”
Citibank
Vice President, Retail Banking Operations
Our proven methodologies, technology, and execution are all built on experts with decades of experience in mystery shopping and CX as a whole. Catapult, our proprietary reporting software, is fully customizable, easily integrated, and easy to use as your day-to-day source of truth with the most accurate, high-quality data in the industry. Our network of nearly 700,000 shoppers is well-trained, well-compensated, and highly incentivized to deliver the best possible outcomes. We cover every customer touchpoint and tailor your program and shoppers to your business and standards, regardless of your industry or complexity.
Through our proprietary Catapult reporting software, Snapshot delivers real-time, detailed analytics that measure location performance, customer experience trends, and key improvement areas—all without losing historical data. It has a fully customizable environment, can easily integrate with legacy data, and ultimately honors your time with daily ease-of-use and actionable insights in as few clicks as possible.
Yes! Our proprietary Catapult reporting software is accessible to anyone using any of our services––Snapshot, Engage, or Hive. The platform is essential to getting the answers and insights you need, whether it’s engagement survey results or unfiltered feedback from curated customer group discussions.
Catapult is powerfully and intuitively designed for seamless implementation and integration, ensuring an effortless transition from your existing reporting systems. Our process includes easy data migration, preserving all historical insights without disruption. With a user-friendly interface and robust analytics, Catapult streamlines reporting while minimizing the burden on your internal teams. Plus, our expert support team ensures a smooth setup, so you can start leveraging insights without the heavy lift.
Mystery shopping is about delighting your customers and finding ways to better enable and empower your employees. We always want employees to know that shoppers are coming in to simply improve service, find areas to increase efficiency (which often makes employees’ jobs easier), and celebrate what they’re doing well. It’s about making sure they know we’re all partners in their success.
You could start with Merchandising & Pricing Intelligence, as it evaluates product placement, stock levels, and price positioning to optimize sales potential. But every brand is unique and may need more than one type of shop to get the full picture. We can help identify those needs! Reach out, and we’ll walk through the challenges you’re currently facing.
Employee Engagement & Training Assessments can help determine whether employees feel equipped to deliver great service, while Sales Effectiveness Mystery Shops can gauge whether their training is translating into more confident interactions and increased conversion rates. Contact one of our seasoned program managers, and we’ll dive deeper into the problems you’re facing and map that to the right shops, while calling out potential for customization.
Operational & Brand Standard Assessments verify whether each location is upholding your company’s service and branding expectations, while Compliance Shops can help ensure adherence to policies and procedures that contribute to a uniform experience. Let us know if you’d like to further explore the core of your consistency challenges.
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