Mystery Shopping

You cannot effectively manage what you do not measure

Mystery Shopping

A mystery shop (aka Secret Shop) is an objective performance appraisal of front-line staff/customer interaction measured against established operational standards. It is a time tested, cost effective market research tool using mystery shoppers to conduct a variety of shopping scenarios. Using a client tailored format to provide feedback on their experience, this near real time data will provide management with objective data to take action on delivered findings.

Social Media Monitoring

Managing social media is a critical component to brand reputation

Social Media Monitoring

Are you in control of your social media reputation or are others defining it for you? Your brand is being spoken about every day on social media. This can include unsubstantiated rumors, non-factual stories and low ratings. Let Service Performance Group help you take back control of your online reputation with our Reply Pro software. You will now have the tools to monitor online reviews across all media platforms and respond to what you see and read.

Customer Satisfaction Surveys

Find out what your customers are really thinking

Customer Satisfaction Surveys (CSAT's)

Service Performance Group will set up an online guest comment survey program easily taken through a smartphone by your most important asset, the customer. This unvarnished real time data will alert you to the good and the bad of the individual customers’ service experience, allowing you to take immediate action. They will know you care by quickly responding to their issue, that in turn will grow brand loyalty.

Meeting Client Expectations

Prospect Request

Email or call 919-592-3600 with your requirements and we will respond quickly to your query – we value the opportunity you are presenting us.


You will receive a detailed Statement of Work based on the information you provide, allowing for your signature to begin the Project.

Format Development

You will receive a tailored draft copy of your format with questions to be answered and scoring weights placed against each question for your sign off.

Robust Reporting

With our first-in-class industry grade reporting software, each mystery shop report contains a results summary, along with a suite of monthly drill down reports provided at no cost to ensure senior management sees the entire picture before taking action with confidence.

Ongoing Format Assessment

With decades of experience, Service Performance Group recognizes the inherent and evolving nature of business and this is reflected in our formats. When a question is no longer relevant or a newer service component is added, you direct what you want added or deleted from your format. 

Our Commitment

We take seriously our mystery shoppers are reporting on a person’s livelihood. As such, we provide robust shopper guidelines to ensure the report is accurate, factual, unbiased and objective. We will not deliver a mystery shop that does not meet our rigid review process. 

Service Performance Group

Delivering Tailored, Actionable Data Since 1992