Mystery Shopping

Mystery shopping is an evaluation of the “shopping experience” by a typical customer. Mystery shopping programmes are one of the most widely used methods of gathering feedback on service standards.

The mystery shopper visits your business and scores their experience over a range of criteria agreed by you. All findings are supported by factual data and the mystery shopper’s opinion.

Retail companies use mystery shopping to improve performance by evaluating their customer service, overall staff attitudes, product knowledge, housekeeping standards, merchandising and sales performance. Retailers can also win competitive advantage by examining competitors over the same range of issues and therefore benchmarking their performance against competitor performance.

We are a little different to other mystery shopping companies in that we:

• Input all of your research findings into a software programme “Secretshop” which allows you to select from a number of differing report types which can be provided at the touch of a button (including store performance against company average and store performance against historical).
• Deliver on time and document all findings to allow for immediate communication of results to the key executives.
• Work with only the most competent and diligent mystery shoppers (and pay them accordingly).
• Fully understand the dynamics of the Irish Retail Industry having worked with over six hundred leading retail brands since 1995 – we love retail.

CREST currently provides a mystery shopping service to the leading blue chip retailers in Ireland. The standard of service we provide is second to none. Templates are designed in conjunction with the store owners, visits are completed in a timely manner and meaningful reports are disseminated to the key executives within your organisation.


Video Mystery Shopping
CREST can provide clients with actual video footage of mystery shop auditing as it occurs. Our mystery shoppers are kitted out with a concealed camera and proceed through the store as a typical customer would.


Full details are available from Helen Lernihan, CREST