Mystery Shopper Consultancy UK

Mystery Consults

Born out of an American concept to deliver an ever higher level of customer satisfaction and retention — now brought to UK businesses at a bespoke, reliable and insightful level.

Magnifying glass on a consultation desk, representing WEconsults' mystery shopper consultancy UK service

Born out of an American concept to deliver an ever higher level of customer satisfaction and retention the “mystery” diner survey developed into other sectors to include retail and then the wider business world. The UK is slowly starting to adopt this wider approach to understanding business process and external views of your business. The “mystery” customer role in the UK is now well established but has become notoriously generic and, in some cases, inaccurate. There is now an ever-growing demand for accurate, insightful and consistent feedback for all business areas.

WEconsults offers a range of services that are below a full business consultancy but still allow you to gain insight and receive reporting and feedback at a more bespoke, reliable and insightful level than generic companies. We can deliver from the following but within that we understand that these may not fit your needs so we can build bespoke packages to suit what you need and our level of reporting, return and insight can be discussed to fit what you need and want.

What We Offer

The Types of Mystery Consulting

"Mystery" Customer

This is the simplest and most basic (but still effective) reporting. We will work with you prior to any visit to establish a set of parameters and areas of examination that we will report back on. These can range from simple positive confirmations of processes through to in depth feedback for you to review.

"Mystery" Issue

While a simple visit can highlight a number of areas for development it is often found that the true areas for development are best shown under pressure. While we would never advocate for the invention of issues to complain about, it is always an option to be that demanding customer. That may be from a simple phone enquiry testing your complaint handling procedures to visiting venues to assess and report on how the situation is dealt with.

"Mystery" Repeat Customer

One of the biggest areas of contention in the mystery market is that there is no measurable metric for improvement from one visit to the next. We can offer a scheduled set of visits at pre-arranged intervals with the same person for you to check on the resolution of highlighted reporting areas, affirm that resolution of specific points has not led to a negative impact on other areas and, finally, to give you the consistency of reporting level from the same person and base level.

Mystery Employee

With the acceptance that both consultancy and internal audits and inspections can only deliver a polished snapshot of a business WEconsults also offer a “mystery” employee report. This is becoming increasingly popular as a method of understanding a business at its very core.

Essentially the concept is very simple that a consultant is introduced into a company at a level of your choosing without the knowledge of those they are working with. This allows for you to gain a unique understanding of the area you introduce us to whether it be; onboarding, process understanding in real world terms, fraud detection, interpersonal dynamics, and more widely getting a broad view of your business or sector with an untainted ‘real’ view of the section.

Onboarding

Process Understanding in Real World Terms

Fraud Detection

Interpersonal Dynamics

Broad View of Your Business or Sector

Untainted ‘Real’ View of the Section

We go a step further than a standard feedback report

With all of our work we go a step further than a standard feedback report and work hard to offer insightful solutions to propose that you can take into your business and work on. You may also at this point consider bringing in WEconsults for a wider consultancy if there are areas you want to focus on and want a more detailed examination and proposition of bespoke solutions.