Mystery Shopping
Overview
Objectively understanding the customer experience is essential not only for improving internal service quality and employee compliance with operational standards but also for gaining strategic insights into the broader market landscape. At Business Hub Asia, our Mystery Shopping programs go beyond internal audits—they also serve as powerful tools for competitive analysis, enabling companies to assess competitors’ service quality, product offerings, and customer engagement levels. This dual-purpose approach supports:
- Strategic planning for market entry
- Identification of service gaps compared to competitors
- Holistic understanding of current market conditions
Our trained, anonymous evaluators assess service quality, SOP adherence, and the overall customer journey to deliver objective, actionable insights that help optimize both internal performance and market positioning.
Free ConsultationKey Features
Frontliner Service Quality Evaluation
Evaluate staff performance in customer interaction: friendliness, responsiveness, product knowledge, and professionalism.
SOP Compliance Audit
Verify adherence to internal standards, protocols, and service guidelines to ensure consistent execution across locations.
Sales & Transaction Process Trial
Simulate full customer journeys, from first contact to purchase. Identifying friction points and sales opportunities.
Competitive Benchmarking
Gain detailed insights into how competitors operate: service quality, pricing strategies, product availability, and customer treatment.
Qualitative & Quantitative Reporting
Receive comprehensive reports including scores, narrative feedback, and photographic documentation (when required), based on key performance indicators.
Customizable Scenarios
Tailor the mystery shopping approach to specific channels (in-store, online, phone), business models, target personas, and geographic areas.
Minimum Requirements
Evaluation Objective
Purpose and focus of the evaluation (service, product, process, etc.)
Locations List
List of outlets or locations to be visited
Standards & SOPs
SOPs, service standards, or internal observation checklist
Internal Contact
Internal coordinator contact (for reporting and follow-up)
Common Eligible Sectors
Retail and department stores
Restaurants, cafes, and F&B chains
Banking and financial institutions
Automotive dealerships and after-sales services
Hotels, spas, and hospitality services
E-commerce, marketplace, and online customer service
Process and Timeline
1
Needs Analysis, Scenario Design & Evaluation Criteria
Collaborate with client to determine evaluation goals, assess service, and SOP adherence. Create a visit plan and evaluation standards that align with these goals, covering areas like staff demeanor, efficiency, and facility hygiene. Estimated Time: 5-7 working days.
2
Mystery Shopper Recruitment and Training
Select individuals who fit the target customer profile and provide training on the scenario and evaluation criteria. Estimated Time: 5-7 working days.
3
Implementation of Mystery Shopping Visit
Mystery shoppers assess businesses through visits or remote interactions, using predefined scenarios. Estimated Time: 1 working day per location
4
Data Collection and Analysis
Collect reports from mystery shoppers, including observations and supporting evidence, then analyze the data to identify strengths and areas for improvement. Estimated Time: 2-3 working days.
5
Reports and Recommendations
Compile a comprehensive report that includes findings, analysis, and recommendations for improvement, and discuss it with the client. Estimated Time: 2-3 working days.
*The total estimated time required for mystery shopping is approximately 3-5 weeks.
Important Consideration
- Secret shoppers are trained to run realistic and undetectable scenarios.
- All data is collected objectively, confidentially, and under business observation ethics.
- Services can be performed periodically (monthly, quarterly) or as a one-time project.
- Suitable as part of an internal audit program, staff training, or competitor benchmarking.
Frequently Asked Questions
What is mystery shopping and what is its purpose?
Mystery shopping is an evaluation method that uses anonymous visitors to assess service quality, SOP compliance, and customer experience first-hand.
Will employees know they are being assessed?
No, they won’t. Our secret shoppers are disguised as regular customers so the observation is natural and the results are more valid.
What does mystery shopping evaluate?
Depending on the client’s focus, it could include staff attitude, store appearance, cleanliness, speed of service, and product understanding.
Can I set my own scenario and evaluation indicators?
Yes. You can propose specific scenarios and we can help you organize them into a systematic observation format.
How are the observation results reported?
Reports include quantitative scores, observation notes, and if required, photographic or recorded evidence (with consent).
Can mystery shopping be done online or over the phone?
Yes. We also provide mystery shopping for digital platforms such as e-commerce, apps, chat services, and call centers.
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Disclaimer
The content provided on this website is published by PT. Bisnis Hub Asia (“we“, or “us“) for general informational purposes only. While every effort is made to ensure the accuracy and timeliness of the information presented, we make no representations or warranties, express or implied, as to the completeness, accuracy, reliability, suitability, or availability of any content, products, or services described on this website. Any reliance placed on such information is strictly at the user’s own risk.
We are a private, independent entity and are not affiliated with, authorized by, or acting on behalf of the Government of the Republic of Indonesia, its ministries, agencies, or any officially appointed representatives. This website does not provide, offer, or promote any official government documents or services, including but not limited to:
-
Business identification numbers (Nomor Induk Berusaha – NIB);
-
Tax refunds or rebates;
-
Stay Permit or electronic travel authorizations;
-
Passports or other immigration-related documents.
Any references to such services are provided solely for general informational purposes and should not be construed as an offer or facilitation of official services.
We are committed to ensuring the protection of your personal data in accordance with Law No. 27 of 2022 on Personal Data Protection. Any personal information collected through this website will be processed for the purposes clearly stated in our [Privacy Statement]. We do not sell or misuse personal data under any circumstances.
By accessing and using this website, you acknowledge and agree to the terms set out in this Disclaimer. You further agree to use this website and the information provided responsibly and in compliance with applicable laws and regulations.
For further information or questions regarding this Disclaimer, please contact us via the channels provided on our Contact page.
Disclaimer
The content provided on this website is published by PT. Bisnis Hub Asia (“we“, or “us“) for general informational purposes only. While every effort is made to ensure the accuracy and timeliness of the information presented, we make no representations or warranties, express or implied, as to the completeness, accuracy, reliability, suitability, or availability of any content, products, or services described on this website. Any reliance placed on such information is strictly at the user’s own risk.
We are a private, independent entity and are not affiliated with, authorized by, or acting on behalf of the Government of the Republic of Indonesia, its ministries, agencies, or any officially appointed representatives. This website does not provide, offer, or promote any official government documents or services, including but not limited to:
-
Business identification numbers (Nomor Induk Berusaha – NIB);
-
Tax refunds or rebates;
-
Visas or electronic travel authorizations (e-Visa, e-VoA);
-
Passports or other immigration-related documents.
Any references to such services are provided solely for general informational purposes and should not be construed as an offer or facilitation of official services.
We are committed to ensuring the protection of your personal data in accordance with Law No. 27 of 2022 on Personal Data Protection. Any personal information collected through this website will be processed for the purposes clearly stated in our [Privacy Statement]. We do not sell or misuse personal data under any circumstances.
By accessing and using this website, you acknowledge and agree to the terms set out in this Disclaimer. You further agree to use this website and the information provided responsibly and in compliance with applicable laws and regulations.
For further information or questions regarding this Disclaimer, please contact us via the channels provided on our Contact page.
Meet the Expert
Meet the Expert
Ing. Michal Wasserbauer, Ph.D., CPA (Australia)
Senior Advisor at Business Hub Asia
Michal is a seasoned entrepreneur and Certified Practising Accountant (CPA Australia) with over 15 years of experience building and scaling companies in Southeast Asia. He is the founder and former CEO of Cekindo (acquired by InCorp Group). As Senior Advisor at Business Hub Asia, he guides international companies on market entry, corporate structuring, and regulatory advisory in Indonesia, Vietnam, and the Philippines.
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