Customer Experience
Assessing sales handling, service quality and customer experience through trained mystery shoppers.
Quick answer
Mystery Shopping — assessing sales handling, service quality and customer experience through trained mystery shoppers.
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Visit protocol
Five phases on the day, from address review to a supervisor-reviewed submission across our coverage areas. The 5-point checklist is fixed before dispatch so each visit records the same fields.
Before the visit
Address review & routing
Your location list is read for complete addresses, contact names and access notes, and the 5-point mystery shopping checklist is locked so every visit records the same fields. Addresses are then grouped area-wise into workable routes, with time-bound checks kept outside peak traffic.
On arrival
Arrival, ID & permission
The field executive carries photo ID and your assignment reference, states the purpose at the reception or counter and notes the name and designation of the person met. Nothing is entered, measured or photographed without permission from the person in charge.
On site
Checklist & evidence capture
All 5 checklist points are worked in order — "Greeting and staff approach" and "Store hygiene and ambience" among them — and each result is recorded against its item on the spot rather than from memory afterwards. Geo-tagged, time-stamped photographs are taken for every item your brief asks to be photographed.
Close-out
Acknowledgement & close-out
Observations are read back to the person met and an acknowledgement or stamp is collected where your brief asks for one. Closed premises, refused access and address mismatches in the covered areas are logged with the reason and whatever evidence was possible.
Same day
Supervisor review & submission
Before anything reaches you, a supervisor checks the day's submissions for checklist completeness, evidence quality and correct coding, and random back-checks are run on a sample. Cleared work goes into your scored questionnaire per visit in your approved format; anything that fails review goes back to the field.
Sample report
| Job / Location ID | Outlet / address | Visit date & time | Checklist result | Evidence | Outcome |
|---|---|---|---|---|---|
| FV-1042 / L-001 | Colaba, 400005 | Day 1, 10:30 | 5/5 items | 4 photos | Completed |
| FV-1043 / L-002 | Byculla, 400027 | Day 2, 12:30 | 4/5 items | 3 photos | Issue found |
| FV-1044 / L-003 | Mahim, 400016 | Day 3, 14:30 | 3/5 items | 2 photos | Inaccessible |
Illustrative format. Real reports follow your checklist and approved fields.
Evidence & quality
What is captured on the ground during mystery shopping, and the checks it passes before it reaches you — 5 checklist points and 4 report outputs per assignment.
Fields are limited to what your brief authorises — nothing extra is collected or stored.
Any row can be traced back to the original field record, so a query on one location is answerable without a fresh visit.
Commissioning triggers
Customer Experience work like mystery shopping is usually asked for at a specific moment, not on a calendar. These are the briefs we see most often.
Retail & service operations
A scripted visit by someone who looks like an ordinary customer records what actually happens at the counter. A typical brief here is a 5-point mystery shopping round across Mumbai, Thane, Navi Mumbai and Panvel.
Brand & franchise owners
Every outlet is assessed on the same script, so the review sees a network-wide picture rather than an anecdote.
Training teams
Repeat visits show which parts of the SOP survived contact with a busy counter.
Industries that commission mystery shopping
Scope
Stated plainly so the brief and the field report agree. Anything outside this is quoted and authorised before dispatch.
Anything beyond this scope can be added to the brief before dispatch — it is then scoped and quoted, rather than assumed in the field.
Pricing
Field payment + travel + coordination + report review + overhead. Waiting time, revisits, urgent assignments and travel outside regular coverage are priced separately.
One location with a defined checklist
Per visit, with a minimum fee
A batch of outlets or addresses
Project quote by quantity and geography
Weekly or monthly checks
Monthly fee for agreed visits
Regular work needing a person or team
Daily or monthly deployment fee
Assessing sales handling, service quality and customer experience through trained mystery shoppers. Our local field team handles it across Mumbai, Thane, Navi Mumbai and Panvel, and every submission is reviewed before it reaches you.
Location list with addresses and contact names, Checklist or instructions, Required photographs and evidence, Reporting deadline and format.
Scored questionnaire per visit, Narrative experience notes, Photographs where permitted, Store ranking and insights.
By number of locations, spread, checklist length, evidence, revisits and deadline — per visit, per project, monthly or as a dedicated resource.
Coverage · 76 localities
Pick your area to see how Mystery Shopping is planned there — local landmarks, access notes and the nearby areas we can group into the same route.
South and central Mumbai — dense commercial districts, wholesale markets and corporate headquarters where visits are planned around traffic and building access rules.
Bandra to Dahisar along the Western line — malls, high streets, studios and industrial estates covered by area-wise field teams.
Kurla to Mulund along the Central and Harbour lines — malls, wholesale markets, IT parks and industrial belts.
Thane city and the Ghodbunder corridor — townships, malls, industrial estates and dense residential markets.
Vashi to Ulwe — planned nodes, APMC markets, MIDC industrial belts and IT parks along the Thane–Belapur road.
Panvel, Kamothe, Kalamboli and Taloja — traditional markets, the steel market, MIDC units and new residential nodes.
Area not listed? We regularly travel just outside these boundaries — ask the desk and we'll confirm feasibility for your addresses.
Display & Signage
Field checks of digital standees for presence, placement, working condition, displayed content and serial number.
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Display & Signage
Audits of screens and signage networks for content playback, visibility and operating condition.
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Retail Audits
Verification of posters, banners, glow signs, dealer boards and promotional material at retail outlets.
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Retail Audits
Comparing actual outlet execution against your campaign instructions and planogram.
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Ready to brief your field visits?
Share the scope — we'll come back with routes, timelines and a clear quote.