An authentic and engaging customer experience connects your brand to your customers. As guest interactions with brands become increasingly nuanced, it is imperative that you get — and keep — your thumb on the pulse of how guests and even your own team members feel about their experiences.

The first step to giving guests experiences that keep them coming back to you is by measuring what matters to your customers. HS Brands’ data-driven approach to Mystery Shopping will enable you to understand how your brand is perceived by guests, customers, and even your own team members. Regardless of how you engage with your customer — online, onsite, curbside, over the phone, or through delivery partners — the HSB way is here to help you build.

Mystery Shopping, also known as Customer Experience or Guest Feedback auditing, is when a person, typically called a”Shopper,” interacts with your brand under the pretense of being a customer and with the purpose of observing, documenting, and evaluating their interaction based on predefined criteria.

If you are a business with customers, the best way for you to get objective insight on the experience you deliver is to employ mystery shopping services or programs. 

• Gain Data-Driven Insight on Your Wins and Areas for Growth
• Keep your thumb on the pulse of what happens at each property
• Gauge how your team feels about the organization
• Meet and exceed your customers’ expectations

Build a Brand Culture That Invites Customers Back Time and Again

Brands truly focused on their guest experience are always seeking to dig deeper into the data to understand the consumer journey.

Our experienced approach to Mystery Shopping leverages technology and human expertise to deliver refined programs that allow you to walk a mile in your customers’ shoes.

30+ years of CX Insight

Our Mystery Shopping solutions are designed based on years of hands-on experience measuring the brand service standards of the world’s most recognizable names.

Build the Right Program with Experts

Our suite of Loss Prevention and Mystery Shopping solutions comes with dynamic reporting software that gives you a complete picture of your CX.

Power Your Business Decisions with Data You Can Trust

Our technology partner SASSIE has been at the forefront of CX measurement since the technology was first invented by our CEO almost 30 years ago. Find out what it can do for you.