– Evaluate Your Service Quality with Mystery Checks –
How is customer service really experienced in your stores, over the phone, or online? Our crowd of over 7 million Clickworkers worldwide is ready to act as anonymous customers and objectively assess your services. Whether on-site, over the phone, or online – our comprehensive Mystery Checks provide tailored solutions that meet your specific needs.
Want to truly understand how your customers experience your service? Our Mystery Checks give you an unbiased, comprehensive view from the shop floor to the screen and the phone line. We use real people in real scenarios to uncover real insights.
On-site mystery check visits take stock of whether the teams on site are really delivering the experience they promise. Our Clickworkers blend in as everyday customers at your physical locations – whether that is a store, hotel, restaurant, or public office. From the first impression to the final farewell, they evaluate every touchpoint.
Today’s customer journey often begins in the highly competitive online space – which is why that first click matters more than ever before. Online mystery checks dive deep into your website, email responses, and social media interactions. We assess usability, responsiveness, and tone to ensure your digital presence reflects your brand.
Do your phone reps leave callers feeling confident and cared for? With our phone mystery checks, we evaluate friendliness, clarity, efficiency, and problem-solving in real-time conversations. You can even opt to receive call recordings for detailed analysis. Discover how your customer service sounds to the people who matter most.
Mystery Checks and Mystery Visits assess service quality, adherence to standards, and customer experience in various scenarios. Mystery Visits specifically refer to physical visits to your stores or other locations to provide a detailed on-site evaluation.
Mystery Shopping, on the other hand, is a specialized form of Mystery Check where our Clickworkers go through the entire shopping process – from the initial interaction to purchase and follow-up. This method offers deeper insights, with a strong focus on the actual customer shopping experience.
If you want to learn more about this topic, check out our blog post on Mystery Shopping
If you’re interested in our Mystery Shopping service, contact our sales team directly to discuss your project. If you want to book a smaller package, such as a Display Audit visit the dedicated page for this service to learn more! If you’re interested in our Mystery Shopping service, visit our “Display Audit” service page or contact our sales team directly to discuss your project.
The Clickworker App, available for Android and iOS, is specifically designed to enable Clickworkers to participate in on-site Mystery Checks, Store Checks, and Mystery Shopping tasks in their area.
Log In
Select a job from the list or…
View nearby Mystery Check tasks
Complete the Mystery Check, provide feedback, and submit
Through the app, our Clickworkers can easily and quickly find the nearest location for on-site Mystery Check tasks. This allows them to visit service locations with minimal effort and carry out the tasks you require, such as evaluating service quality and providing their feedback.
On-site, by phone, or online – we offer the right solution for your needs.
Gain authentic insights into the customer experience through covert tests.
Immediate tasks performed by our global crowd – flexible and efficient.
Detailed evaluations and reports tailored to your specifications.
Through the efficient execution of Mystery Checks using crowdsourcing.
Seamless integration of Mystery Check or Mystery Visit data into your system.
You will work with a dedicated account manager who delivers regular reports through ongoing project monitoring.
Individual project consulting with test runs and optimization as well as project-specific recruiting, training and much more.
To optimally plan and implement your mystery check or mystery visit project, we need some essential information from you. These details help us tailor the mystery checks – whether on-site, by phone, or online – to your needs and ensure you gain valuable insights into service quality and customer experience:
Our mystery checks can be seamlessly combined with complementary services to give you even deeper insights into customer behavior and market execution. By layering additional data sources, you gain a more holistic view of how your products and services perform in the real world.
Use this service to verify the availability, positioning, and presentation of your products at the point of sale. Display audits are ideal for ensuring optimal in-store visibility and promotion – whether through displays, shelf placement, or compliance with marketing agreements.
As part of our Store Checks, we also offer Mystery Shopping, where our Clickworkers act undercover as potential customers to test your products or services. You gain unique insights into the entire purchase process from the customer’s perspective.
Our targeted surveys let you go beyond observation by directly engaging your audience. Whether you’re exploring preferences, satisfaction, or brand perception, surveys provide valuable feedback straight from your customers – at scale and on demand.
Here you will find answers to the most frequently asked questions about our Mystery Checks. If you have any further questions, our service team is happy to help.
A Mystery Check is a discreet and structured way to evaluate how well your service meets expectations. A trained Clickworker covertly acts as a regular customer—on-site, by phone, or online—to experience your service firsthand and assess it against defined quality and performance criteria.
They provide a clear insight into your customers' perspective. Mystery checks help to identify service gaps, confirm compliance with internal guidelines, and highlight opportunities to optimize processes along the customer journey.
We can provide a range of documentation formats tailored to your needs, including written evaluations and rating scales to photos, videos, or detailed questionnaires. This ensures comprehensive and structured reporting of the Clickworker’s service experience.
The right method for a mystery check depends on your goals. If you're focused on in-store service, choose on-site checks. For testing hotline or support performance, phone checks are ideal. To evaluate digital channels like websites or email responses, go with online checks. We’re happy to help you find the best fit for your objectives
We highly recommend regular mystery checks to track progress and maintain or improve service standards. A continuous cycle of evaluation, analysis, and adjustment helps to embed quality improvements over time.
