Mystery Shopping

Get an objective view of customer experience across channels and locations. We run mystery shopping programs that assess service quality, compliance and customer journey consistency, with insight you can act on to improve performance.
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Outcomes that matter

Clear visibility into real customer experiences, with insight that supports coaching, compliance and service improvement.

  • Our mystery shopping programs are built around your operating model, risk profile and customer journey, covering calls and digital channels including email, webchat, SMS and social messaging.
  • Each interaction is assessed using an evidence-based framework aligned to your QA standards and regulatory requirements, measuring customer experience, communication, sales behaviours, script adherence, process compliance and resolution quality.
  • Independent delivery provides unbiased insight for managers, audit and board reporting. Programs can be risk-weighted to focus on high-risk interactions, new campaigns, newly onboarded staff, complaint-sensitive scenarios and under-performing teams.
  • Findings are delivered through clear, actionable reporting including scorecards, trend analysis, risk identification and coaching recommendations.
  • Delivered by specialist contact centre agents using custom scenarios aligned to your scripts and policies, with a regulatory-aware approach that scales across channels.

Why Symbos?

We provide independent visibility of your customer experience, helping you understand what is really happening on the frontline and where targeted action will have the greatest impact.

  • Independent, consistent assessment: Structured programs that measure experience against defined standards and customer journey moments.
  • Actionable reporting: Findings translated into clear opportunities for coaching and process improvement.
  • Flexible program design: Coverage that can scale by location, channel, journey stage or risk profile.

Our specialised service areas

As part of our Mystery Shopping model, these services give organisations the flexibility to design operations that scale and adapt to changing needs:

AI-Led Human Experiences

Contact the Symbos team