顧客の視点から 体験を理解する。

ミステリーショッピングとは、訓練を受けた評価者が顧客になりすまし、ブランドが提供するチャネルや拠点全体での体験を客観的に評価するものです。

当社は、当社のプラットフォーム「Mysterya.cx」を通じて、体験が「手順通りに進んだか」だけでなく「どのように感じられたか」を測定することで、継続的かつ行動的なアプローチを実現します。

店舗、デジタル、コンタクトセンター、営業、アフターサービスなど、お客様が貴社のブランドを体験するあらゆるタッチポイント。

私たちは、調査結果を明確なダッシュボード、優先順位、基準、改善ループへと転換することで、特定したギャップを確実に解消します。

Mystery shopping uses trained evaluators who experience your service as real customers, then report objectively on what happened and how it felt. Surveys capture only those who choose to respond — and only what they remember. Mystery shopping gives you a consistent, structured view of every touchpoint, not a self-selected sample of opinions.

A compliance audit tells you whether steps were followed. Behavioral mystery shopping goes further — it measures how the experience felt at each moment, which emotions were triggered, and where the experience peaked or fell flat. That distinction matters because customers make decisions based on feeling, not process adherence.

One-off audits produce a snapshot; continuous programmes produce a management tool. We recommend ongoing evaluation — monthly at minimum for high-footfall environments — so that improvements can be tracked, regressions caught early, and seasonal or staffing-driven variation understood rather than averaged away.

Yes. Our Mysterya.cx platform evaluates digital touchpoints — websites, apps, contact centres, live chat — alongside physical locations. Because customers move across channels within a single journey, auditing them in isolation gives an incomplete picture. We map the full journey as a customer actually experiences it.

Employees are typically informed that mystery shopping is part of the organisation's quality programme — without knowing when or where evaluations occur. This is standard practice and legally sound in most MENA jurisdictions. Transparency at the programme level, combined with anonymity at the visit level, keeps the data honest and the process fair.

Findings are only valuable if they change behaviour. Our reports identify specific friction points, ranked by impact, with clear recommendations tied to the moments that matter most. We work with your CX and operations teams to prioritise fixes, set measurable targets, and track progress across subsequent evaluation cycles — closing the loop between evidence and action.