Service — Mystery Shopping
Mystery Shopping
See your business the way your customers do. An ErGC mystery shopper visits your location as a normal customer and documents the entire experience — so you know exactly what to improve.
You cannot fix what you cannot see.
Owners and managers rarely experience their own business the way a customer does. Staff behave differently when they know who is watching. Small friction points — a slow greeting, a missed upsell, an unclear answer — quietly cost repeat business every day.
Mystery shopping gives you an honest, detailed picture of the real customer experience at your location, written down while it is fresh, with clear recommendations you can act on.
How it works
01
Brief
We agree on what to evaluate: service quality, speed, upselling, cleanliness, staff knowledge, or specific scenarios.
02
Visit
An anonymous shopper visits your location as a normal customer. Your staff do not know the visit is happening.
03
Document
The visit is recorded as a full narrative: what happened, in what order, with timings and a transcript of the interaction.
04
Report
You receive a structured report with the full story, the shopper's experience, and concrete recommendations.
05
Next steps
The engagement ends with the report and recommendations. Implementation help, follow-up visits, or training can be scoped separately.
What you receive
Every visit ends with a complete written report. Not a scorecard with vague ratings — the whole story of what actually happened.
Full experience report
A written account of the entire customer service experience, from walking in to walking out — the whole story, start to finish.
Visit transcript
A transcript of what happened during the visit: what was said, what was asked, and how your team responded.
The shopper's experience
The first-hand experiential opinion of the mystery shopper — how the visit felt as a customer, not just what was observed.
Recommendations
A set of concrete, practical recommendations for how your team can improve the service, tied directly to what happened during the visit.
Photo evidence
Where relevant and permitted, photos of the premises, presentation, or products as the customer saw them.
Clear next steps
The report closes the visit with practical recommendations. Implementation help, repeat visits, or follow-up training can be agreed separately.
Simple, transparent pricing
Product price + NOK 800 per location, per visit
You cover the cost of whatever the shopper buys during the visit, plus a fixed fee of NOK 800 per location per visit. The fee covers the visit, report, experience account, and recommendations.
Implementation help, follow-up training, and further visits are scoped separately. Multi-visit and multi-location arrangements are available on request. The first consultation is free.
Confidentiality
Everything stays between us
All dealings with our clients are strictly confidential. Your identity as a client, the visit details, and the report itself are never shared with anyone. The report is for your internal improvement only — it is your tool, not public material.
What a report looks like
Every report follows the same clear structure. Here is an example of what you receive after a visit.
Example report
Mystery Visit Report — Example Restaurant, Oslo
Visit date · Time of day · Location · Scenario evaluated
Visit summary
A short overview: what the shopper came in to do, what happened, and the overall impression in two or three sentences.
Timeline of the visit
12:04 — Entered, no greeting. 12:07 — Approached the counter. 12:09 — Order taken. 12:18 — Food served. Every step timed and noted.
Transcript
The conversation as it happened: what the shopper asked, how staff answered, and what was offered — or not offered.
The shopper's experience
How the visit felt: welcomed or ignored, rushed or cared for, confident or confused. The honest first-hand opinion of the customer.
Recommendations
- Greet every customer within the first minute of entering.
- Train staff to suggest one add-on or upgrade with each order.
- Review portion presentation against the menu photos.
This is an illustrative example. Real reports are written specifically for each client and are never shared publicly.
Who this is for
Restaurants, cafés, retail shops, salons, and service businesses that want to know what their customers actually experience — and improve it. If you run more than one location, mystery shopping is the fastest way to compare service quality across them.
Ready to see your business through your customers' eyes?
Request a free 30-minute call and we will plan your first mystery visit.