Mystery Shopping

Research, uncover and act on the behavioral drivers of the online, in-store and phone-based Customer Experience within your organization
Mystery Shopping is integral to the heart and soul of Second To None, and represents the roots of our firm dating back to 1989. We pride ourselves on being a legitimate mystery shopping company, dedicated to effectively helping brands improve brand perception and encourage customer relationships. For 30 years, our practical multi-channel Mystery Shopping research solutions have become widely respected for uncovering the behavioral and operational drivers of the customer experience that are ultimately responsible for improving customer satisfaction, loyalty, advocacy and financial business outcomes.

Our approach to optimal program success:

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, utilizing a modular questionnaire framework that offers 1) a “core” module dedicated to monitoring 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 seasoned network of over 350,000 consumer shoppers across the U.S. and Canada, we guarantee shopper coverage and availability wherever and whenever you do business. 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

We manage the selection of shoppers for your program based upon your ideal demographic and lifestyle attributes, ensuring deployed shoppers most closely match your actual and target customer base. Eligible shoppers then participate in project-specific orientation and knowledge proficiency certification based upon the specific requirements and expectation of your Mystery Shopping program.

We manage the selection of shoppers for your program based upon your ideal demographic and lifestyle attributes, ensuring deployed shoppers most closely match your actual and target customer base. Eligible shoppers then participate in project-specific orientation and knowledge proficiency certification based upon the specific requirements and expectation of your Mystery Shopping program.