Top Mystery Shopping Agency in Delhi, India
Are you struggling to know what’s really happening at your business behind the scenes? Whether it’s poor customer service, non-compliance with company protocols, or employees not representing your brand well—these silent problems can lead to customer dissatisfaction and revenue loss.
That’s where Mystery Shopping comes in.
At City Intelligence Pvt. Ltd., a trusted name in private and corporate investigations for over two decades, we help businesses uncover the reality of their customer experience. Recognized as one of the top mystery shopping companies in Delhi and India, we deploy trained professionals to act like regular customers and evaluate your business from the inside.
From retail stores, restaurants, hotels, and showrooms to online businesses and franchises—our mystery audits help you:
Identify service gaps
Monitor employee behavior
Improve customer satisfaction
Boost brand reputation
Your business deserves the truth.
Let City Intelligence be your eyes and ears on the ground—because you can’t fix what you don’t know.
WHAT IS MYSTERY SHOPPING
" Looking for a better way to know about your business’s customer service? Search no more, as here is mystery shopping service! "
Mystery shopping is a way to gather information about the operations of your business outlet. It is a technique of investigation to verify the various aspects of your business unit. Questions about actual experience of customers in your absence, staff performance, price &quality of the service provided by your business unit etc. can be answered through conducting Mystery shopping service.
" Scope of this investigation depends upon the needs of each and every client and their business enterprise."
Purpose and Real-World Relevance
The main goal of mystery shopping is to see the real customer experience from the ground level.
Businesses can’t always rely on feedback forms or staff reports—so this gives them the raw, unbiased truth.
Why is it relevant today?
With rising competition, every business wants to improve service quality and customer satisfaction.
Mystery shopping helps them do just that—by seeing what really happens when they’re not watching.
Why Businesses Use Mystery Shopping
Did you know?
According to industry insights, 78% of businesses improve their service quality after conducting mystery audits.
Key Reasons Why Brands Choose Mystery Shopping:
To improve customer experience
To check staff behaviour and service delivery
To monitor hygiene, safety, and compliance
To test employee product knowledge and training gaps
To maintain consistent brand standards across locations
To reduce customer complaints and increase loyalty
Who are Secret Shoppers? (The Real Face Behind the Mission)
Secret shoppers—also called mystery shoppers—are ordinary people trained to act like customers. But behind that casual visit lies a clear mission: observe, evaluate, and report.
They blend in, ask real questions, check service quality, and never reveal their identity. That’s what makes them powerful.
Are They Experts or Just Regular People?
Great question. Our mystery shoppers come from all walks of life—students, homemakers, professionals—but what sets them apart is:
Training on observation & reporting
A neutral mindset (no bias)
Eye for detail and patience
Discretion & natural behavior
That’s what makes a secret shopper truly effective—not just the visit, but how well they document the experience.
Types of Mystery Shopping
Mystery shopping is not limited to just stores or restaurants—it spans across industries! Let’s break down the most common types of mystery shopping that businesses in India and globally use to ensure top-notch service and customer satisfaction.
Retail
Audit stores to evaluate staff interaction, stock availability, and billing efficiency.
F&B / Restaurants
Assess food quality, hygiene standards, order accuracy, and hospitality behavior.
Hotel / Hospitality
Examine booking processes, check-in experience, room quality, and concierge response.
Healthcare
Check patient handling, staff politeness, treatment transparency, and waiting times.
Telecom
Evaluate store staff product knowledge, complaint resolution, and service promotions.
Auto Dealerships
Audit test drive process, after-sales service, pricing explanation, and showroom appeal.
Online / E-commerce
Analyze delivery experience, product match accuracy, packaging, and return processes.
Phone or Email Audits
Test support systems via call/email and monitor response time and solution quality.
Service Checks (Most Demanded!)
Special audits on billing desks, customer desks, entry points, or high-traffic service counters.
Contact City Intelligence Today
WANT TO HIRE PRIVATE DETECTIVE AGENCY IN DELHI?GET 30 MIN FREE CONSULTATION +91 9811510888
Our Mystery Shopping Investigation Process
" Looking for a better way to know about your business’s customer service? Search no more, as here is mystery shopping service! "
Planning & Briefing
We understand client goals and define focus areas like staff behavior, cleanliness, or billing accuracy.
Assigning the Right Shopper
We assign trained shoppers matching the client’s audience – gender, age, region, or interest group.
Secret Visit / Call / Online Test
The shopper interacts with the brand discreetly and observes every touchpoint without disclosing identity.
Detailed Reporting
A structured report includes ratings, comments, receipts, images, and specific observations.
Insights & Recommendations
Our experts analyze the findings and suggest improvement strategies to boost customer satisfaction.
Why to choose city intelligenge for mystery shopping services ?
- Pan India & Global Network
Whether your business operates in Delhi, Mumbai, Dubai, or London — our network of mystery shoppers is ready to deliver results across India and abroad. - Trained & Vetted Shoppers
Our mystery shoppers aren’t random freelancers. Each one is handpicked, thoroughly vetted, and trained to observe critical business parameters with precision. - Detailed, Action-Oriented Reports
We go beyond surface-level feedback. You receive structured reports with ratings, proof (receipts/photos), and pinpointed recommendations for improvement. - 24+ Years of Real-World Experience
With over two decades in investigative and audit services, we understand what to look for — and how to help you fix it. - Discreet & Confidential Operations
Every assignment is executed under strict confidentiality. Your brand reputation and customer trust are always protected.
Tips for Clients When Going For Mystery Shopping Services
Mystery shopping is a powerful tool—but only when done right. Follow these tried-and-tested tips to maximize your results and avoid common pitfalls.
✔️ Top 5 DOs
- Keep it confidential: Never inform your staff about mystery audits in advance.
- Rotate audit frequency: Change the timing and outlets to ensure unbiased reviews.
- Set clear objectives: Know exactly what KPIs or experiences you're auditing.
- Use results constructively: Turn insights into coaching moments.
- Follow up with re-audits: Track the impact of training or process changes.
❌ Top 5 DON'Ts
- Don't reveal audits: It defeats the purpose of getting real customer experiences.
- Don't rely on one visit: A single audit can’t show trends—consistency matters.
- Don't ignore context: Understand situations before making decisions.
- Don't skip external audits: Internal checks often carry bias.
- Don't overlook digital service: Website, chatbot & app interactions matter too.
Frequently Asked Question For Mystery Shopping Services
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