Mystery Shopping Services

You cannot improve what you cannot measure from the customer's perspective. Our mystery shopping practice uses trained evaluators to audit the customer experience in real conditions, producing the objective performance data that internal reviews typically miss.

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

How do you check 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.

How do you evaluate 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.

How do you assess 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.

How do you test 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.

How do you ensure 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.

How do you discover 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.

How do you analyze 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.

How do you evaluate 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...

Case Studies | Design Portfolio

Leading Event and Exhibition Center F&B Design

Revamped 10 food and beverage outlets at the largest GCC event and exhibition center. Analyzed and improved existing brands, enhanced visitor experience, and created a unique culinary experience. Resu...

Case Studies | Consulting Projects

Leading Online E-Grocery Retailer Store Design

Developed a comprehensive strategy to establish an offline retail presence for a leading e-grocery retailer. Our team conducted market research, evaluated operations, and designed an omni-channel expe...

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.

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