Our secret shopper services fit perfectly with our business growth consulting model, because we’re not just observing, we’re diagnosing and uncovering real opportunities to improve customer experience, operations, and revenue.
At Bottom Line Consultants, we offer professional Secret Shopper Services designed to reveal how your team, service, and environment perform when no one’s watching. Because the truth is, what you don’t know could be costing you growth.
Your customers won’t always tell you what went wrong but we will.
We deliver real-world insights from trained evaluators who experience your business just like a regular customer would. From first impressions and service quality to environment and upselling opportunities, we analyze it all through the lens of business growth.
• Customer Experience & Service Standards
• Sales Process & Conversion Opportunities
• Team Performance & Engagement
• Cleanliness, Ambience & Brand Consistency
• Operational Efficiency & SOP Adherence
• Digital Touchpoints (Phone, Chat, Email)
Our detailed reporting doesn’t just tell you what’s wrong—it shows you where to grow. We align findings with your business goals and provide custom recommendations for:
• Staff training & coaching
• Sales process enhancements
• Operational adjustments
• Reputation management
• Customer retention strategies
• Summary of the visit (date, time, location)
• Step-by-step breakdown of the experience
• Employee interactions (friendliness, knowledge, professionalism)
• Cleanliness, organization, and ambiance of the location
• Speed and efficiency of service
• Adherence to company policies and protocols
• Any red flags or areas needing improvement
• Itemized receipts (for reimbursement and validation)
• Photos of signage, product displays, or store conditions (if allowed)
• Screenshots of online interactions (for digital shopping experiences)
• How the experience compares to industry standards or competitors
• Insights into pricing, promotions, or service differentiators
• Structured rating system (e.g., 1-10 scale or Yes/No responses)
• Standardized criteria for comparison across locations
• Key performance indicators (KPIs) specific to the business
• Names and descriptions of employees interacted with
• Whether employees followed proper procedures and company standards
• Upselling or cross-selling attempts
• Conflict resolution skills, if applicable
• Covert recordings of customer interactions (for in-depth training analysis)
• Provides objective proof of service quality
• Recommendations for improvement
• Noteworthy customer pain points
• Strengths that should be reinforced
