Opinium offers a full range of mystery shopping services, from face-to-face assessments to telephone, website and email evaluations, used either singly or in combination across all customer touchpoints.
Projects can be commissioned on a one-off basis or as part of a continuous tracking programme. Each client project is unique, from questionnaire design to fieldwork and reporting of results. No project is too small. Mystery shoppers are drawn from Opinium’s own panel of 32,000 consumers, enabling us to replicate customer profiles and demographics.

Face-to-face surveys enable our panelists to evaluate your shop, bank branch, hotel, pub, restaurant, showroom, cinema, bus, train or even plane journey.

Telephone surveys enable us to evaluate your contact centre(s) in terms of responsiveness, staff attitudes, accuracy of information provided and compliance with company/service standards.

Email & postal surveys enable us to ascertain your company’s responsiveness, helpfulness, manner, accuracy of information provided and written style and content.

Website surveys, using Opinium’s unique WebShop methodology, enable detailed evaluations to be made of your website(s), benchmarked against those of your closest competitors.

Finally, mystery shopping also forms a key component of our Competitive Intelligence services .

Featured Case Study: 

RS Components

B2B website mystery shopping study to measure the end-to-end experience of online customers.