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Store & Venue Mystery Shopping

We can help you by conducting store and venue mystery shopping on a covert basis to objectively measure your customer service, customer experience, compliance or internal standards and processes.

By understanding your requirements we configure our service to meet your needs. Store and venue mystery shopping surveys and audits can be conducted as a one-off exercise or as part of an on-going programme.

Centrebound will work with you to design a bespoke survey, aligned to your KPIs and service measures to effectively audit the customer experience across your locations. Surveys can be based on compliance measures or orientated to customer feedback or a mix of both. The project setup process will put you in full editorial control, guided by our expert advice.

Our bespoke reporting packages will provide you with actionable insights, in a format with drill-down functionality. This will give you and your colleagues the ability to get to the root issues and also celebrate high performance in a timely and efficient manner.

Our reports can contain images, video, audio recordings and anecdotal evidence. We also apply a second tier of quality control checking to ensure any scoring in relation to an audit is justified with relevant and detailed feedback.

Use store and venue mystery shopping insights to understand missed sales opportunities, identify areas of non-compliance and implement training for improvement where needed.


“We are delighted to be working with Centrebound for our mystery shopping services. We have gained an insight into our retail stores to enable us to continue offering exceptional customer service to our valued customers.”
Ben Roberts, Managing Director, Clogau

“The Centrebound team have been great. You delivered everything we asked for and I look forward to working again with you this year!”
Claire Voyle, Product Marketing Manager, Olympus

“I’ve been very impressed with the standard of comments and execution from the mystery shoppers and the support I receive has been nothing short of exceptional. A real pleasure to have you on board.”
Lavine Jones, Franchise Director, O2


Our store and venue mystery shopping services include:

  • UK nationwide and European coverage
  • In-store and venue visits
  • Purchasing goods and services
  • Returning goods
  • Image, video, audio recordings and anecdotal evidence
  • Checking displays, merchandising and POS material
  • Checking presentation of staff, fixtures and fittings
  • Checking staff are upselling and cross selling
  • Regulatory compliance checks e.g. FCA, TCF, GDPR & Challenge 25
  • Observing brand ambassadors in stores
  • Car showrooms and car sales
  • Supermarket product display checking

If you would like to find out how we can help you, please get in touch.