Customer experience research for enterprise
Secret View is one of the leading feedback platforms for large retail and hospitality businesses worldwide. With our global community of 65,000+ mystery shoppers and the best dashboard in the market, we accurately map customer journeys, customer processes, and customer experience.
Trusted by retail and hospitality chains worldwide
What does Secret View do?
Secret View collects feedback on customer journeys, customer processes, and customer experience in your retail or hospitality chain. With customer experience research, you monitor how touchpoints in the customer journey function and how customers experience them.
For customer experience research, we use local communities worldwide to carry out your assignments. Mystery shoppers always come from your target audience, ensuring an authentic experience.
This way, your employees continuously learn and develop into the best versions of themselves.
Insight at every level of your organization
Take a deep dive
Curious about a specific section? With just a few clicks, you’ll have the data you need.
Management overview
Get an intuitive overview of the performance of the entire organization.
Benchmark
Compare at different levels, discover top performers, and identify who needs attention.
Segmentations
Segment by parts of the customer journey, regions, or locations and compare the results in a clear overview.
Answers
Behind every score is a detailed explanation from our mystery shopper. This provides a wealth of examples that are useful for training and evaluation meetings.
Location overview
See at a glance how a location scores and how the score is determined.
Our global community
Our 65,000 mystery shoppers, who go out daily for our clients, form a network of local communities worldwide.
The community represents all demographic groups: female, male, highly educated, practically educated, young, old, urban, rural, and many more segments.
Because we work with shop credits, our mystery shoppers only choose assignments at brands they care about. This ensures they always come from your service area and belong to your target audience. This way, we always stay close to authentic customer experiences.
Quality and reputation
Our mystery shoppers are keenly aware of the importance of qualitative and constructive feedback. Through quality controls and e-learnings, they are trained on our platform to become skilled feedback providers. By performing assignments well, they build their reputation, which helps our algorithm select the most suitable mystery shopper for the next assignment.
Every completed questionnaire is always checked by two Approvers. They verify the answers, check if the receipt matches, and ensure that the feedback is positively constructive and sufficiently descriptive of the situations.
Ongoing research
We believe in short, regular feedback loops. This increases awareness and encourages behavioral change among employees.
With monthly surveys, these benefits increase, and it doesn’t stop at just a snapshot. This way, you remove extremes from the research and get a realistic picture of a location's performance. This ensures lasting change.
Work together for the best survey
A successful customer experience survey depends on a good questionnaire. By combining our years of research experience with your expertise of the industry, we'll arrive at the best questionnaire.
In our integrated survey tool, we develop the questionnaire together. This tool helps us work together faster and smarter, without endlessly emailing questionnaires back and forth.
