Mystery Shopping

It's more than a cup of espresso… Or a deposit… Or a prescription filled… It's the interaction between your employees who represent your brand and thousands of customers every day.

Our professionals take on the role of the customer as they enter your place of business. They experience what your customers encounter every day – giving you key insight into WHY transactions proceed as they do, empowering you to effectively align your processes with customer needs.

• Do your employees engage the customer?
• Do they make the customer feel appreciated?
• Does the quality of service as well as the sales process live up to your company's standards?

For almost 40 years, Sparks Research has been engaged by some of America's leading brands to assess the quality of their customer service. Today, we execute a multitude of “shopping simulations” throughout the country. Using experienced shoppers who are aligned with our client's target segments, we capture exactly what a real customer would see, hear, smell, touch and feel. Our goal is to measure your employee's behavior to depict the tangible and intangible measures of the customer experience.