---
title: "Phone & In-Person Mystery Shopping | Evalyn"
description: "Evaluate customer experiences against your own standards with phone and in-person mystery shopping from Evalyn."
url: "https://www.evalyn.ai/services/mystery-shopping/"
---

# Mystery shopping with a question to answer

What does a customer actually experience when they call, visit, or ask for the next step? Mystery shopping helps you examine that interaction against the standards you set, rather than relying only on a general impression.

[Discuss your project →](/contact.md)

## Design the visit or call around your process

We begin with the experience you want to understand: a first inquiry, a follow-up, a visit, or a handoff. Together we decide what the shopper should ask, what should be observed, and what would make the findings useful to your team.

A mystery shop might look at whether an employee asks the right discovery questions, explains an option accurately, offers a clear next step, or follows up as expected. The details depend on your business and the interaction being tested.

## Give managers observations they can use

The result should show what happened and where the experience departed from your standard. That gives managers a starting point for coaching and for checking whether the process itself needs to change. Recordings or photos may be part of a project where permitted and agreed in advance.

Mystery shopping can sit alongside [call analysis](/services/automation.md) when you want to compare the experience of an anonymous prospect with the wider pattern in recorded conversations.

[Tell us what you want to learn](/contact.md), and we can discuss a suitable phone or in-person shop.

### Integrity

- Cash going straight into the tip container
- Overpouring alcohol (filling the jigger and then trailing to 1000+)
- Liquor License compliance
- Failing to immediately issue receipts

### Product/Display Checks

- Ensuring staff correctly display in-house marketing materials for promotions and programs
- Testing employee delivery of promotional products
- Monitoring compliance with key brand and company procedures/offerings
- Ensuring important aspects of the product/service are adhered to

### Competitor Checks

- Collecting data on competitor promotions and programs
- Comparing how your company’s service compares to competitors
- Evaluating what competitors are doing that your business is not
- Evaluating competitors’ quality of customer service

### Sales

- Improving check/sales averages
- Monitoring all transaction points to identify missed sales triggers and exploit best practices
- Enhancing the performance of underperforming stores
- Boosting sales through training and suggestive selling techniques

### Growth Management

- Supporting new store expansions and programs
- Surveying prospective acquisitions to assess operational performance
- Ramping up new stores to profitability
- Shorten new stores time to profitability /improve the success ratio

### Customer Service

- Assess customer service impressions to determine satisfaction
- Focus in on likelihood of retention, and potential for return, (targeting the “loyal” customer)
- Measuring timeliness of customer service
- Minimizing complaints by catching issues early

### Employee Training/Retention

- Identifying problem managers/employees
- Using survey data to fuel employee recognition and reward programs
- Creating healthy competition among districts and locations
- Gaining feedback from employees and managers on procedural effectiveness and areas for improvement

## What types of mystery shopping features do you offer?

-   Video recording
-   Audio recording
-   Time and date-stamped photos
-   Phone call recordings
-   Follow up email, phone call, and text message tracking

## Page navigation

[Home](/index.md) · [All services](/services.md) · [All articles](/blog.md) · [Client stories](/testimonials.md) · [All Markdown pages](/llms.txt)

[Open this page on the website](https://www.evalyn.ai/services/mystery-shopping/)