Secret Shopping

Secret Shopping Process

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The secret shopping process

Secret shoppers provide an unbiased perspective of how well an organization is meeting its customer service and training objectives. The shopper assumes the role of a customer and conducts evaluations based on the agreed criteria.

Our shoppers are experienced, proven and reliable. Not relying on third-party schedulers, Imaginus shoppers are trained by Imaginus' staff of professional trainers. We maintain a higher staff level than our competition to provide immediate back-up, cover every day/time and shopper demographics need, and allow constant rotation to maintain anonymity. Our management staff is cross-functional and able to cover any contingency or client need.

Each shopper is trained by Imaginus to observe and evaluate in an unbiased, objective, and thorough manner.

Each evaluation is reviewed by an Imaginus supervisor prior to submission to ensure the highest quality and appropriate level of detail.

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Depending on your specific needs

Imaginus evaluates from a variety of perspectives, including:

  • The Individual Service Provider

    Attentiveness, attitude, appearance, image, competence, product/store knowledge, selling/presentation skills, problem solving, vendor representatives

  • The Customer's Experience

    Timeliness, product availability/quality, internal/external ambiance, guest services and amenities, in-house events, phone/mail/web order process, post-sale follow-through

  • Merchandise Presentation

    Product appearance, display organization, department identification, signage

  • Accuracy

    Order accuracy, transaction completion, signage/pricing accuracy

  • Asset Protection

    Loss prevention transactions, security vulnerability, employee integrity

  • Telephone Surveys

    Greeting, helpfulness, knowledge, accuracy

  • The Hiring Process

    Ease of application, staff availability/ helpfulness/knowledge, EEO guideline evaluation

  • The Competition

    Product, pricing, facility features and service comparisons

  • Website Evaluation

    Overall site effectiveness, product order navigation and receipt/delivery of product

  • Added Value Opportunities

    Shop evaluation with suggested performance-improving action/ talking points, follow-up training to address identified needs, customized management reports based on shop results and trend statistical data

Other Secret Shopping Services

Secret shoppers provide an unbiased perspective of how well an organization is meeting its customer service and training objectives. Our trained shoppers assume the role of a customer and conduct evaluations based on the agreed criteria.