01
Onsite
Gather firsthand customer insight from the moment a customer walks in to the moment they leave — greeting, queue, product knowledge, upselling and farewell.
- Visit standards
- Wait times
- Recovery
Est. 1990Unannounced evaluations186 countries
Are your customers getting the experience they deserve?
Insightful Shopper Solutions has been successfully assisting clients in every customer-focused industry for over 35 years — turning the customer's own account of your business into decisions your teams can act on.
- Years of excellence
- 35+Years of excellence
- Shoppers globally
- 1M+Shoppers globally
- Shop evaluations conducted
- 2.1M+Shop evaluations conducted
- Countries with shoppers
- 186Countries with shoppers
The practice
Tap into 35 years of customer experience expertise
We started with clipboards and a stubborn conviction: the customer's view of your business is the only one that matters. Three and a half decades later that conviction has grown into a global network of trained, briefed and independently scored shoppers.
Every evaluation is measured against your standards, written by a real customer, and reviewed by a human analyst before it reaches you. No dashboards without narrative, no scores without evidence.
- Brands served
- 1,200+
- Languages
- 40
- Typical report turnaround
- 48h
Field note 0412 — showroom consultation, unannounced
What we do
Our secret shopping services
02
Over the phone
The way your employee answers the phone tells a customer everything. We test hold times, tone, accuracy and how well your team closes a call.
- Call handling
- Accuracy
- Escalation
03
Online
Online presence and customer satisfaction across email, web chat, click-and-collect and social. Every channel measured against the same standard.
- Web chat
- Email SLA
- Social
In their words
Client testimonials
“The reports read like a conversation with a customer we never got the chance to have. Within a quarter we had rebuilt our front-desk script and our guest satisfaction scores moved nine points.”
“We run evaluations across 4,000 stores. Insightful Shopper Solutions is the only partner whose data our district managers actually open on a Monday morning — because it reads like a story, not a spreadsheet.”
Omnia
Portfolio overview
Avg. score
91.4
NPS
72
Shops
2,148
- Store 114 · Columbus96%
- Branch 08 · Dublin88%
- Store 402 · Leeds93%
The intelligence layer
Meet Omnia
Omnia is the business intelligence layer behind every Insightful Shopper Solutions programme. It reads the words your shoppers wrote, scores them against your standards, and surfaces the patterns that repeat — so a single bad visit becomes a fixable system issue rather than a footnote.
- One dashboard for every location, region and channel
- Narratives, photographs and scores in the same record
- Benchmarks against your own standards — not an industry average
Reporting capabilities
Reporting that answers the next question
Every programme ships with a standard reporting suite. Add bespoke analysis whenever the question changes — we build it with your operations leads, not for them.
- AI sentiment analysis on every narrative
- Net Promoter Score by location and period
- Custom reports built around your scorecard
- Individual evaluation reports
- Summary reports across regions
- Trend reports over time
- Day-of-week summaries
- Averages by location
- Scoring averages by section
- Response frequency analysis
Sector experience
Tailored to your industry
The standards change from sector to sector. The method doesn't. Each programme is written around the moments that decide whether a customer comes back.
Automotive
Showroom, service lane and finance office — from the greeting to the follow-up call.
Find out moreHealthcare
Front desk, wait times, privacy and the bedside manner your patients remember.
Find out moreFinancial Services
Branch, contact centre and onboarding, measured against compliance as well as courtesy.
Find out moreGrocery Stores
Fresh standards, shelf availability, queue length and checkout conversation.
Find out moreRestaurants & Hotels
Service sequence, timing, room standards and how a complaint is recovered.
Find out moreConvenience Stores
Forecourt, till speed, stock standards and the night-shift experience.
Find out moreReal Estate
Viewings, responsiveness, negotiation conduct and post-visit follow-up.
Find out moreRetail
Floor standards, fitting rooms, product knowledge and the close.
Find out moreMany More
Utilities, telecoms, education, logistics — if a customer meets your brand, we can measure it.
Find out more
Partnership
Why partner with Insightful Shopper Solutions?
- A dedicated account team, not a ticket queue
- Shoppers recruited, trained and scored against your brand standards
- 48-hour turnaround on standard evaluations
- Independent, unannounced and fully documented
- Programmes that flex from 20 shops to 20,000
- Reporting built with your operations leads, not for them
Questions
Frequently asked
Still deciding? A 15 minute call is usually enough to tell whether a programme makes sense for your business.
Book a consultation