Mystery Shopping Services

Explore our expertise in gathering primary data including customer experience to measure internal & external performance, and get in touch with us so we can help you

Our mystery shopping approach

Also called secret shopping, research shopping, or mystery consumer research, mystery shopping is a qualitative and quantitative tool allowing a business to experience its own processes, products and services from the customers perspective. It is a tool where people observe the quality of products and/or services while acting like a regular customer. This information is then collated and analyzed to create actionable insights.

Ollen Group mystery shopper consulting provides measurable performance data through custom designed operational audits that best represent operating standards and designed customer interface points. Ollen Group mystery shopping consulting approach provides a detailed and rigorous measurement process that helps an organization track progress and identify customer gaps and trends. This includes but not limited to:

Monitor guest touchpoints instore and online
Assess designed service sequence
Increase brand management
Provide a 360 views from a customer perspective
Analyze competitor shops
Audit franchise compliance
Audit brand performance through inspection

Ollen Group is one of the leading mystery shopping consulting firm offering mystery shopping consultant services in Dubai, UAE, Saudi Arabia and the Middle East & Africa region. Ollen Group capabilities include mystery shopping consultant agency services online (digital landscape) and offline (instore).

Case Studies | Consulting Projects

Global Fragrances and Beauty Brands Strategy

Optimized retail experience and positionning for global fragrances & beauty brands. We optimized retail performance and customer experience for a major global beauty brand across 5 GCC countries. Thro...

How we help clients

Checking store presentation and performance

We help discover whether underlying stores look & feel, experience, and staff are operating as expected, and if the provided products and services are properly placed in the stores and correctly offered to customers.

Evaluating staff performance

We help uncover actionable insights on individual or group staff performance, and evaluate how the staff are living up to the brand promises, managing complaints, and dealing with customers in general.

Assessing how customers perceive a brand

We help define how customers experience the brand and the processes they go through to make a purchase, how they think about the brand and whether they perceive the brand to be living up to its promise.

Testing functionality of internal procedures & SOPs

We help test whether the implemented internal procedures and standard operating procedures (SOP) are effective and delivering on expectations, and whether they are easy to implement and being used properly.

Ensuring compliance across stores and platforms

We help keep track of compliance across different stores, branches, geographies and platforms to ensure consistency of customer experience, staff performance, merchandising, product offerings and brand perception.

Discovering small problems before escalating

We help discover proactively little problems before they develop to the point where customers may complain and fix them before they become major difficulties to ensure the business is one step ahead of competition.

Analyzing the competitive landscape

We help analyze how a business can improve performance and outcompete rivals in a highly competitive industry, sector or space by testing and identifying areas that need attention and adjustments.

Evaluating new products or procedures objectively

We help organizations assess the performance and gain insights into newly introduced products & implemented procedures to make necessary adjustments to improve value proposition & customer experience.

Case Studies | Consulting Projects

Global Fragrances and Beauty Brands Strategy

Case Studies | Design Portfolio

Leading Beauty Retail Brand Store Design

Transformed a leading beauty retail brand's image and retail environment through strategic planning and design. Our audit process allowed us to understand customer behavior and identify key products a...

Related Services

We can integrate our research services with other services to help companies develop innovative strategies and make informed decisions and designs.

Retail Store Customer Experience Strategy

Develop a forward-looking and actionable plan to provide outstanding retail store experiences across each customer touchpoint, and set a clear roadmap to actualize, deliver, and measure progress toward the goals of the retail space.

Retail Store Vision & Concept Creation

Develop the retail design direction of the flagship store considering ambitions and objectives. This includes mood board with evocative images of the space, materials, furniture & lighting, and sketches perspectives of interior and facade.

Retail Store Zoning & Layout Design

Develop zoning and circulation plans of store zones, experiences, and location of each function on the general floor plan considering operational and customer flows, and convert them into scaled layout plan done in AutoCAD format.

Retail Store Customer Journey Design

Develop a visual storyline of every engagement the customer has within the retail store with services, brands, or products to understand the consumer mind, identify gaps, what is done right, and where improvements can be implemented.

What we think

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