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Mystery Shopping (Customer Experience Reviews)

For over 30 years, insight6 has led the way in mystery shopping. Every shopper is trained and supported, ensuring consistent quality. As the first Customer Experience (CX) company with local experts, we work closely with businesses to design, deliver and manage programmes, driving results and transforming businesses.

What is Mystery Shopping?

Mystery shopping is a powerful tool that helps businesses evaluate and improve their customer experience. It involves trained shoppers visiting or interacting with your business just like a regular customer — then reporting back on everything from service quality to staff performance and product presentation.

At insight6, we specialise in mystery shopping services across the UK, tailored to your sector and delivered by our local CX experts.

6 reasons why Mystery Shopping will help your business

Our highly trained mystery shoppers are able to conduct visits from a retail or restaurant through to a complicated legal case or a school induction.

Our 800 mystery shoppers are all one to one trained and receive feedback on every experience they report on.

All feedback is delivered through a customer portal within 48 hours of the experience being completed.

Our local CX specialist supports every step of the way to ensure you take the right actions from the quality feedback.

We can benchmark your business’ experience against others in your sector.

The quality and depth of our feedback is generally perceived as the finest in the world.

In-person

Video

Video Mystery Shopping

Phone Recording

Web CX

Chat

In the past 12 months we delivered…

Mystery Shops

UK Brands

offering constructive feedback to

Team Members

Mystery Shopping Services for Every Industry

Tailored insights to suit your sector’s unique customer experience.

From retail and hospitality to healthcare, education, and legal services, our mystery shopping programmes are designed to reflect the realities of your industry. We work with businesses across the UK to identify service gaps, measure performance, and deliver actionable insights that enhance the customer journey and boost loyalty.

See How We Help Your Industry

What our 500+ UK clients are saying about working with us…

“insight6 know what they are doing.”

“The quality of the video was superb.”

“Receiving a quote within 24 hours and starting the project within a week was brilliant.”

“To place an order today and have the results within 5 days was amazing”

“Receiving the report within 48 hours was so helpful.”

“The insight6 quality is the best in class”

“Having a local specialist to help was invaluable. It really took the pressure off me.”

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FAQs About Our Mystery Shopping Services in the UK

What is mystery shopping?

Mystery shopping is a research method used to evaluate the quality of customer service and overall customer experience. Trained evaluators pose as customers to assess service standards, employee performance, and in-store or online experiences.

How does your mystery shopping service work?

We work with you to define your goals and then send experienced mystery shoppers to interact with your business just like a real customer would. You receive a detailed report with actionable insights designed to improve service and boost performance.

Why use mystery shopping in the UK market?

Mystery shopping provides objective feedback based on real experiences, helping UK businesses meet rising customer expectations and maintain a competitive edge. It’s especially valuable in customer-centric sectors like retail, hospitality, and healthcare.

What types of businesses do you work with?

We’ve partnered with over 500 UK businesses, including retail stores, hotels, healthcare providers, legal services, and more. Our mystery shopping programmes are fully tailored to your industry and objectives.

Is your mystery shopping programme flexible?

Yes, our services are fully customisable. Whether you need one-off assessments or a long-term mystery shopping programme, we’ll build a plan that suits your goals and budget.

What insights will I receive from a mystery shopping visit?

You’ll receive a comprehensive report highlighting customer service strengths, areas for improvement, and specific recommendations to enhance your customer experience strategy.

How do I get started with insight6’s mystery shopping?

Simply fill out our contact form or get in touch with your local CX Specialist. We’ll talk through your goals and design a bespoke mystery shopping plan for your business.

Connect with Your Local Customer Experience Specialist

With expert evaluators based across the UK and Ireland, we deliver tailored customer experience assessments backed by local insights. Every business is different — and so is every region. That’s why our team works closely with you to create a secret shopper programme that uncovers valuable insights and drives real improvements across your customer journey.

Meet Your Local Specialist

Ready to Enhance Your Customer Experience?

Contact us today to explore how our secret shopper services can elevate your customer interactions and help you stand out in the UK market.