Do you know these things about mystery shoppers?

As we all know, “Mystery shopping” has been one of the most wanted investigative services of recent times.

Every organisation needs to maintain its quality of goods and services in order to achieve customer satisfaction as satisfying the customer is the ultimate goal for every business organisation. There are many business establishments around us like hotels, grocery stores, restaurants, supermarkets, fast food joints and movie halls etc. where providing good customer service is a huge determining factor for its success. This means that customer satisfaction is a key objective for business establishments to survive in the industry.

How is mystery shopping related to this objective?

Mystery shopping relates to this objective by acting as a perfect tool to evaluate the working of a business establishment from a customer’s perspective.

On evaluating the business establishment, actual state of its working can be realized. If any flaws are found in its operation then steps can be taken by the owner of the business (the one who opts for mystery shopping service) to correct it.

Let’s have a deep look at the process of mystery shopping service.

Under this investigative service, mystery shoppers (as per the requirement of the case) are sent to the business establishment (the one which needs to be evaluated) to oversee its operation in all the important areas like staff interaction with customers, professionalism of the staff members with respect to their job, quality of the commodities on display, qualities of the goods & services sold, price charged for goods and services from the costumers and staff compliance with other policies and regulations of the business organization.

 As we can see from this process of investigation, Mystery shoppers play a crucial role in conducting the overall process of mystery shopping.

Let’s have a brief look at the concept of Mystery shoppers to learn more about them.

Mystery shoppers are people who are trained to observe and record the significant areas of a business establishment posing as a customer. Their feedback is important to know about a business from the customer’s point of view.

Other facts about mystery shoppers

  • Mystery shoppers are also called secret shoppers. As we can see, this name indicates the nature of their profession and how display of covert behaviour is a huge part of this job.
  •  Mystery shoppers are required to have a keen eye for detail, as it is a very important quality for successfully evaluating a business. Their detail oriented, honest report about their experience can shed some light on previously hidden factors and help the company to take appropriate measures for improving it.
  • Good communication skills (both oral & written) are also an important quality possessed by a mystery shopper. A mystery shopper has to interact a lot with the staff of the business establishment as a part of their job and for interacting in a subtle manner without revealing their actual identity, it is important for mystery shoppers to have a good command over their communication skills.
  • Apart from reviewing the quality of products & services as well as monitoring the staff interaction, mystery shoppers also observe the other important aspect of staff behaviour. Yes! We are talking about staff’s compliance with the policy and regulations prescribed by an organization. Many people may not be aware about this but if you want to know whether your employees are working according to the rules and regulations set by your organization then opting for mystery shopping service is a good idea to oversee their level of adherence.
  • A mystery shopper is paid a certain amount to visit the business establishment and assess it accordingly. Becoming a mystery shopper is a good option for those who are genuinely interested about this concept and prepared to deal with all the elements involved in this profession.

We, City Intelligence Pvt. Ltd. are one of the foremost mystery shopping service providers of our time. So, if you are in need of our services then reach out to us through phone or email.

Commonly Asked Questions About Mystery Shopping

Most Commonly Asked Questions About Mystery Shopping

Mystery shoppers in Delhi, India
Best Detective Agency With 7500+ Mystery Shoppers
  • QUESTION:-What exactly is involved in Mystery shopping?

CITY INTELLIGENCE:- If you are a retailer, hotelier, restaurateur, grocery store owner or own any kind of business and want to know answer to certain questions like: what is the experience of people who purchase from your business outlet or  whether rules and regulations are followed by your staff or ignored in your absence , then we have something, which might help you to get answers to these questions.

Yes, mystery shopping is a way to gather information about the operations of your business outlet. If you use this service from us, we will send some people disguised as “mystery shoppers” to your business outlet, who are trained to gather details regarding your product quality and service delivery in a discrete manner. Then, they will provide you a report regarding their overall experience in your business outlet which might help you to understand the workings of your business from a customer’s point of view and improve the faulty areas accordingly. It is not always about actual visit to the target location, sometimes mystery shoppers can gather information through telephonic conversation, if such kind of requirement is made by you.

mystery shopping agency

  • QUESTION:- How long does it takes to conduct mystery shopping investigation?

CITY  INTELLIGENCE:- It takes about a week to ten days to complete this kind of investigation successfully.

  • QUESTION:- How much does it costs, to obtain this service provided by you?

CITY  INTELLIGENCE:- It usually depends upon the location where the investigation is to be conducted and the amount of information to be collected as such. You will have to specify your expectations and requirements in the early discussions and then we can finalize the service charges on the basis of our mutual agreement.

  • QUESTION:- So, what will you provide at the completion of this investigation?

CITY INTELLIGENCE:- We will provide you the result of this investigation which will contain reliable and objective feedback of these mystery shoppers. It will help you to see your business from a fresh pair of eyes and understand its strengths and weakness, which will ultimately be useful for you to work accordingly.

Mystery shopping service through Private detective agency


This article is basically for those, who are owners of restaurants, retail stores or any business unit where the quality of customer service is considered important. If you are one of those, let me ask you a question:

Do you often feel like, you are not able to understand what is going in your business unit at your absence? How your staff behaves with the customers? Are they able to comply with customer requests or not? Is the price charged by your staff for the goods and services, same as prescribed by you or something else is going on behind your back? 

If you want to know, answer to all these questions, I have just one word for you, which can serve as a key to your quest – MYSTERY SHOPPING

Yes, Mystery shopping is the solution, to help you know the quality of customer experience provided by your enterprise at your absence.


Let’s say Mr. A owns a men’s clothing outlet. He has been running it successfully for the last three years, then after some time he decides to expand his product line by introducing women and children’s clothing as well, under his brand. So, he did that and now after 6 months of his product expansion, he wants to know how well his products are being received by his customers. He wants to know about the entire experience of shopping from his outlet, through a customer’s perspective. He is interested to know whether his employees behave in a professional way with the customers or not and whether his business outlet is following the prescribed rules and regulations or his employees are just white-washing the reality of the scenario for their personal gains. These kind of questions can be answered by using mystery shopping service by private detective agencies.

There is more to this example, so let’s continue where we left. In order to know answers for all his questions, Mr. A opts for mystery shopping service from a private detective agency. That private detective agency sends a special team of members disguised as “customers” to Mr. A’s clothing outlet.

These “customers” observe every little feature of the shop they visit. From the quality of the products to their prices and of course, they also ask a lot of questions to the staff working over there, to know how proficient they are in customer handling. They secretly take some photographs too, in order to support their report and of course, they remain discreet and subtle while conducting this whole assignment.

So, this example shows that using mystery shopping service is not expenditure, but an investment towards a long and successful life of your business enterprise.

Reports provided by mystery shoppers can help one to know everything about their business enterprise from a customer’s point of view and thus, it can help them to make changes accordingly in order to improve the quality of service of their business outlet.

That is why, it will not be wrong to call mystery shopping as a key for customer satisfaction.

If you are looking for a private investigation agency, which can provide you the best mystery shopping service to monitor your  business outlet, contact us – City Intelligence Pvt. Ltd. Now, you know about the key, it’s time to use it for the betterment of your business enterprise.


No.1 Mystery Shopping Company in Delhi, India

City Intelligence, The Best Mystery Shopping Company In India

mystery shopping company
Business Owners and Managers: Are you searching for a Mystery Shopping Company or a Secret Shopping Company, we understand that finding a right Mystery Shopper can be a daunting task for you . We hope to be able to simplify this process for you and make your decisions easier to make.

City Intelligence Mystery Shopping offers cost effective solutions to your customer service and training requirements. City Intelligence Mystery Shopping specializes in mystery shopping programs for small to mid sized businesses across India, rewarding the mid sized businesses with that elusive large business price.

Our privately held database of over 58,000 Indian mystery shoppers continues to grow at an average of 630 new Indian mystery shopper applications every month. Our shoppers are spread across every state, in every major city, and many small towns throughout India. Geographical coverage for our clients is rarely a concern.

Mystery Shoppers India

Before You Proceed Lets Understand What Exactly mystery shopping delhiMystery Shopping Is?

Mystery Shopping is term given to a a process in which a person individual or a group visits a retail store, flight, restaurant, hotel, bank branch or any such location with the objective of measuring the quality of customer experience & services offered.

In general most of companies define detailed processes and parameters to ensure that customers will have a good experience at their sales locations. Some examples are:

  • How customers will be greeted by their staff
  • Maximum acceptable waiting time
  • What should be the optimum temperature maintained at facility
  • How products should be on display and what products need to display etc.

To ensure that these processes are followed, these companies hire Mystery Shopping Companies like City Intelligence to conduct regular audits on their locations.

We as The mystery shopping company (also called Mystery Shopping Agency) finds people who match the target customer profile of our client, provide them a questionnaire for recording their experience, and provide some training on how to measure various parameters. This person is called a Mystery Shopper. These mystery shoppers then visit the specific location pretending to be a customer and make careful note of things they have been asked to measure. The data is reported to us as the mystery shopping company, & then we compiles and analyzes data gathered from different locations to help our clients measure and improve their customer experience.

Mystery shoppers are usually freelancers or people who do this on the side, and are paid a fee to conduct each mystery audit. If the audit involves purchasing or consuming anything – the mystery shoppers are usually provided a full or partial reimbursement of the money they spend as well.

Mystery Shopping in India & its Benefits 


  1. Improve quality of service

Every business wants to be known for a high level of service, and many companies even mystery shoppers helps to improve qualityspend considerable time and money training employees to provide excellent customer care and support. This does not guarantee that all employees provide the level of helpfulness and assistance that they were hired to provide, though. A secret shopping service can uncover exactly what sort of service customers get even when there is no supervision of employees.


2. Locate potential business hazards

Employee fraud, theft, and dishonesty can all mean lost business and even potential lawsuits. remove business hazards with mystery shoppersMystery shopper services uncover these potential problems so that business owners can act on them before they bankrupt a company.





3. Help with decision making

Employers need to have all the facts before they make hiring, promotion, and business plan decision making with mystery shoppingdecisions. By revealing what works and what does not from a customers perspective, mystery shopper services help business owners make these decisions with all the facts in place.




4. Gather evidence of trouble

Mystery Shopping India by City Intelligence helps in catching possible trouble as well. In gathering evidence with mystery shopperssome cases, employee dishonesty can require action. Even when employees are not performing, though, some employers fear taking action because they fear wrongful dismissal lawsuits. In other cases, employers suspect that crime is taking place but have no evidence. Secret shopper services can help employers get the evidence they need to act.



5. Manage a business

Most business owners are busy, and keeping track of everything is difficult. Secret shopping manage your bussiness with mystery shoppersservices offer owners an additional set of useful, impartial information that can be used in management decisions and changes.



6. Increase sales

Whether a business is service- or product-based, most companies are interested in selling increase sale with mystery shoppingsomething to someone. Businesses spend considerable effort and money on marketing, but if there is a flaw somewhere in the selling process, customers may be choosing to make purchases elsewhere. Performance audits help businesses to uncover these problems in the selling process so that marketing and sales processes work seamlessly to create more sales and profits.


7. Improve company image and branding

Secret shoppers not only come into the store to see how company employees provide service improve you branding with mystery shoppersin person; quality companies can also phone or email a business at various times of the day to determine how good telephone and computer service is. If customers are kept waiting on the telephone or emails are ignored, a company’s reputation may suffer. Performance audits reveal these problems so that business owners can take appropriate action.


8. Answer employer questions

All employers wonder what really happens when they are not around. Virtual customers are solve your business queries with mystery shoppersthe employers eyes and ears and can reveal problems that the business owner may be the last to know.





9. Stop criminal activity

Selling controlled substances to minors, stealing, or selling illegal services and products: Conceptual hand writing showing Stop Fraud. Business photo showcasing campaign advices people to watch out thier money transactions Man holding Megaphone computer screen talking speech bubble.These are all fears of most employers. If employees are doing something illegal at work, employers as well as the company may be held liable. Mystery shopping helps employers detect and stop this sort of activity before it threatens a business.



10.  Get customer insight

Most business owners would love to be able to have direct, unbiased, full information from get customer insight with mystery shoppingeach customer what is working, what needs work in a company, what would make shoppers buy? Secret shopper services offer business owners the chance to ask these sorts of questions and get answers.