Customer Experience is shaped by what actually happens on the ground — not by policies, presentations, or assumptions. Our Core Customer Experience Audits are designed to measure the reality of customer interactions across stores, digital platforms, call centres, delivery touchpoints, and service operations using a combination of mystery shopping, operational audits, integrity checks, and compliance evaluations.

What Are Mystery Shopping Programs?

Mystery Shopping Programs evaluate real customer experiences across physical, digital, and remote touchpoints. Trained evaluators interact as genuine customers to assess service quality, behaviour, compliance, and execution consistency. Mystery Shopping Programs are structured customer experience audits that measure how your brand is delivered in real-life situations. These programs capture frontline behaviour, process adherence, response quality, and experience gaps that internal reviews often miss.

Our In‑store Mystery ShopChecks assess how effectively store teams deliver service, represent the brand, and follow operational standards. These audits are ideal for retail, hospitality, automotive, beauty, and service environments.

What We Evaluate
Greeting and customer engagement
Product knowledge and demonstration
Sales and upselling behaviour
Staff grooming and professionalism
Store ambience and hygiene
SOP adherence and billing accuracy
Complaint handling and exit experience

Our E‑commerce Mystery Checks evaluate how customers experience your website or marketplace listing across every digital touchpoint.

Coverage
Website navigation and usability
Product discovery and content clarity
Cart and checkout experience
Payment success and failures
Order confirmation and communication
Packaging, delivery, and returns

Designed for hyperlocal and instant delivery platforms, Q‑Commerce Mystery Checks evaluate whether speed promises translate into quality experiences.

Evaluation Areas
Order processing speed
Delivery timelines vs promise
Rider behaviour and communication
Packaging hygiene and accuracy
Product freshness and temperature

Our Patient Experience Checks assess healthcare interactions across hospitals, clinics, diagnostics, and home healthcare services.

What We Assess
Appointment booking and registration
Front desk and staff behaviour
Waiting time management
Communication clarity
Billing transparency
Discharge or follow-up experience

Our Mystery CallChecks evaluate inbound and outbound calls across sales, service, and support teams

Evaluation Parameters
Time to connect
Greeting and tone
Information accuracy
Query resolution
Professionalism and compliance

Mystery WebChecks evaluate usability, clarity, navigation, and conversion readiness of websites.

We assess how professionally and efficiently customer emails are handled across departments.

Our Competition Checks help organisations understand where they stand in terms of service, pricing, experience, and operational execution.

We verify whether products are sold at approved prices across channels, helping protect margins and brand trust.

These audits assess the final and most critical customer touchpoint — delivery.

Integrity Checks uncover internal and external risks such as billing fraud, misrepresentation, and process violations.

Integrity Checks uncover internal and external risks such as billing fraud, misrepresentation, and process violations.

We assess how promoters influence customer decisions and whether recommendations align with brand guidelines.

Mystery Shopping Programs

What Are Operational Excellence Audits?

Operational Excellence Audits evaluate how well processes, systems, and standards are executed on the ground. These audits identify gaps in discipline, compliance, and readiness that directly affect customer experience and business performance. Operational Excellence Audits are structured assessments of operational execution across locations. They focus on how work actually gets done, not how it is documented, ensuring consistency, compliance, and readiness across teams and sites.

Service Centre Checks evaluate the end‑to‑end service experience at repair, support, and service locations. These audits assess staff behaviour, technical competence, turnaround time, process adherence, customer communication, and overall service quality to ensure consistent and satisfactory customer outcomes.

VM Checks assess the effectiveness and compliance of visual merchandising across locations. This includes product displays, signage, planogram adherence, brand visibility, cleanliness, and overall presentation to ensure stores reflect brand standards and drive customer engagement and conversions.

 

These audits verify whether teams are following defined Standard Operating Procedures, regulatory guidelines, and internal policies. The focus is on identifying process gaps, non‑compliance risks, and deviations that could impact service quality, safety, or brand integrity.

Site Readiness Checks evaluate whether a location is fully prepared for daily operations or specific events such as launches, audits, or peak seasons. This includes staffing readiness, infrastructure, signage, system availability, and overall operational preparedness.

Stock and Inventory Checks ensure accuracy, availability, and proper management of inventory at the site level. These audits identify issues such as stock discrepancies, overstocking, stock‑outs, improper storage, and shrinkage that can affect sales and customer experience.

BOH Audits focus on non‑customer‑facing areas to assess hygiene, organisation, safety, documentation, and process discipline. These audits help maintain operational efficiency, regulatory compliance, and a strong foundation for frontline service delivery.

Infrastructural Audits assess the physical condition and functionality of facilities, equipment, signage, fixtures, and utilities. The objective is to identify maintenance gaps, safety risks, and infrastructure issues that may impact operations or customer perception.

 

Announced audits evaluate planned compliance and preparedness, while unannounced audits capture real‑time execution and behavioural consistency. Together, they provide a balanced view of operational discipline and actual on‑ground performance.

 

Implementation Audits verify whether corrective actions and improvement plans have been effectively executed after earlier audits. These audits ensure accountability, closure of gaps, and sustained improvements rather than one‑time compliance.