Mystery shopping for retail and hospitality
Make customer experience visible at every location
See how strategy, training, and service come to life on the floor. Continuous feedback from real customers shows where teams perform well and where support is needed.
75,000+
Real consumers, not professionals
500,000+
Completed assignments
29
Countries covered
.svg)
Why retail and hospitality brands use Secret View
The challenge isn't strategy. It's execution.
See what customers actually experience in your locations
Compare customer experience across locations and see where execution differs.
Identify where coaching will have the biggest impact
See which teams need support and what to focus on in coaching and training.
Make feedback actionable with real examples
Use detailed customer feedback to make coaching concrete and focus on the right behaviors.
Recognize and reward outstanding performance
Use customer feedback to recognize achievements, motivate teams, and reinforce positive behaviors.
Our solutions
From mystery shopping to internal audits: leverage the power of our community of over 75,000 consumers and your own employees.
Customer Experience
Mystery Shopping
Mystery shoppers from your target audience visit your locations and follow the customer journey. See what customers experience and where teams need support.
- ✓
Real consumers from your target audience
- ✓
Compare locations and customer journeys
- ✓
Results in your own dashboard
Compliance Checks
Compliance Research
See how standards are followed in practice. Mystery shoppers check areas such as age restrictions, POS materials, and product placement across locations.
- ✓
Collect visual evidence
- ✓
Quality control on submitted results
- ✓
Age verification via Didit
.webp)
Internal Audits
Tooling and dashboard
Bring internal checks into one consistent process. Employees complete audits on any device, while results come together in one dashboard.
- ✓
Replace spreadsheets with one dashboard
- ✓
Support different audit types
- ✓
Results available across locations
The Secret View dashboard
From feedback to action in one clear dashboard
Filter results by location, region, or part of the customer journey. With Secret View Lenses, AI analyzes the selected results to reveal patterns, improvement opportunities, and what is already going well.
How mystery shopping works
Receive feedback from real customers in your personal dashboard
Define what you want to measure
Together, we map your customer journey and turn the key moments into a tailored questionnaire.
Real customers visit your locations
Mystery shoppers from your target audience experience the customer journey and complete the questionnaire.
Receive actionable insights within 24 hours
See scores, detailed feedback, photos, and AI-powered insights in your dashboard.
Turn insights into better performance
Use concrete customer feedback to coach teams, reinforce what goes well, and improve performance across locations.
Mystery shopping app used by
75,000+ consumers from your target audience
Our mystery shoppers aren't paid auditors with clipboards. They're the people who already visit your locations. This gives you feedback that is genuinely valuable.
- ✓
Identity verification
- ✓
e-learnings
- ✓
Quality checks on submitted results
How leading hospitality and retail brands use Secret View
Why leading organizations choose us
Maarten, Business Manager
NS stations
By using Secret View every week, you can see that the conversation between employee and store manager really takes off, that it encourages behavioral change, and that the team becomes more aware of what customers think.
Willemijn, Sales Associate
Marie-Stella-Maris
The research ensures that everyone becomes aware of their own behavior and that we give our customers the best possible experience.
Monique, Sales Associate
Holland & Barrett
I find the mystery shopping research very valuable. You get great personal feedback and see what you can focus on, or you discover how to collaborate better as a team.
Dino, Directeur Operations
FEBO
We want to learn from the facts. Secret View gives us the insights we need to fulfill our unique position in every location, for every guest.
Linda, International Retail Manager
NAME IT
Do you want to know what’s happening on the shop floor? Then look through the eyes of your customer. That’s why we work with Secret View: real customers, real experiences, detailed feedback.
Soufiane, CEO
MADAQ Chocolatier
Thanks to Secret View, we now have a clear dashboard that shows all our improvement points at a glance. This allows us to keep growing and offer our customers the best possible experience.
Pascal, Head of Retail
G-STAR
It is the most realistic tool for us to elevate the customer experience in our stores.
Kevser, Business Development Manager
POTAÉ
Secret View thinks along with us, is flexible, and helps us improve in a focused way when it comes to customer experience and ensuring quality and service.
More info