This research product involves DWS employees and contractors visiting your venue or phone shopping your business posing as a customer. Independent detailed evaluations are completed by each shopper to provide you with an insight into what your customers are experiencing.

We receive a detailed brief from you on specific areas that you want our shoppers to concentrate on. For example, some of our clients may be rolling out a major marketing or promotional campaign. If staff members aren’t aware of the campaign or don’t know how it works, the whole campaign can be a waste of money and effort. Our clients will brief us to ask specific questions on the campaign such as “how do I enter?”, “can I have more than one token?”, “do I have to be here to win?” etc.

Our shoppers will evaluate specific staff members on these items, including a full evaluation on service levels, cleanliness, staff knowledge, waiting times, cleanliness and appearance of toilets etc.

The secret shopper reports are comprehensive. They provide both positive and negative feedback so that management can reward staff that perform well and counsel staff that under-perform.

Secret shopper campaigns change culture. They encourage staff to treat all customers as potential evaluators and this improves customer service standards immeasurably.