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Mystery Shopping

Mystery Shopping is the practice of using trained shoppers to anonymously evaluate customer service, operations, employee integrity, merchandising, and product quality.

Why use Mystery Shopping

  • When location, pricing, and product assortment are no longer unique, service is often the key to success or failure
  • It costs more to get a new customer than to keep an existing one
  • One unhappy customer will tell 5 other people of their bad experience with service

Benefits of Mystery Shopping with CREST

  • Cost-effective method of monitoring your customer service standards
  • An efficient way of identifying staff in need of further training
  • A regular summary of strengths and weaknesses which can be your action plan
  • An effective deterrent against dishonesty, poor service or bad practice
  • A way of identifying retail outlets which are under-performing
  • Improves customer retention
  • Retail Industry Specialists
  • Established to support the independent retail sector in Ireland
  • CREST provides a leading service in Mystery Shopping, Store Assessments and Consumer Research Services
  • We provide proven mystery shopping programmes resulting in higher service standards and increased customer care performance for a retail business
  • We work closely with clients to implement action plans
  • We fully understand the dynamics of the Irish Retail Industry


"We have found that using the mystery shopping reports has helped us to ensure, that all our staff maintains…"
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Carol Robinson, Fields Jewellers
"The Kilkenny Group have now been using CREST for our mystery shopping requirements for the past 8 years…"
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Mark Sexton, Financial Director, The Kilkenny Group