Mystery shopping is all about giving feedback about a store’s customer service. This means going to the store, interacting with employees, and then filling out a report detailing your experiences. Mystery shops can include any components as directed by the client. Are sales being recorded into the register? Is money being placed in the register? While most programs are about measuring customer service, there are a range of other possible objectives including:

  • Compliance - are your staff complying with legal requirements?
  • Security - are your staff being honest about using the till, giving receipts, not pocketing cash, etc?
  • Standards - are your staff following company laid-down standards and procedures?
  • Incentives - we can help you identify staff who deserve a reward.
  • Competitor Monitor - we can benchmark you against competitors - by service, by price or both (within Market Research Society guidelines)
  • Benchmarking - we can benchmark your service against best-of-breed companies in their industries.
  • Training Needs Analysis - identifying weaknesses in the service chain which indicate a training need, and confirm afterwards how effective the training has been.
  • Continuous Improvement - we have techniques which provide you with an ideal basis for helping every branch or every staff member to strive towards excellence

Benefits of Mystery Shopping

What gets measured gets managed and what gets evaluated gets the employees' attention. Here is how you can use and benefit from the mystery shopping process:

  • Retain more current customers
  • Attract new customers
  • Improve customer service levels and sales skills
  • Monitor employee compliance with training programs and processes
  • Measure effectiveness of training initiative
  • Reward your people for exceptional performance
  • Evaluate your competition
  • Increase sales by measuring and increasing add-on sales invitations
  • Validate safety and security measures are being followed
  • Identify best practices and its implementation
  • Identify training needs for additional coaching and education for improvement


Our auditors will visit outlets selling all brands, competing brand and collect data to analyse the sales pattern of different brands in a particular item and analyse the date


Our auditors will conduct franchise audits using your existing franchise royalty audit template or one that we create together. The audits are used to identify under reporting of sales and other theft indicators.


Franchised stores can be investigated as needed to help obtain evidence of under reporting, unauthorized transfer, unauthorized distribution and supply channels.


Visits are made to raise awareness, deter under reporting of sales, and to occasionally audit the franchisees. Franchisees respond when an auditor is at their location and looking through their business with a watchful eye.


PHANTOM INDIA can conduct brand standard evaluations as often as required by the franchisor. Reports of findings and areas of serious non-compliance are presented to our client’s legal department in the form of actionable data. This will allow our client to follow up on issues using curable or non-curable defaults.


Stock audits help retail outlets in controlling several cost components. They help to check the level of opening stock and closing stock from previous periods, and thus help the company to account for short supply, damages, expired items, quality and quantity. Stock audits also check the billing process and ensure proper cash management.


Retail Audits are fundamental tool for managing a businesses brand. There are two main factors that influences the customer purchases. For some it will be purely price, for others it will be brand. Maximising brand awareness and ensuring the price is competitive and well communicated are the two major goals of marketing team. Hence the need of conducting retail audits arises. Also, Mystery Shoppers are generally impartial and focus on the service that they receive

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