Beyond the Recording
A recording captures the conversation. A shopper captures the experience.
Recordings and transcripts are useful coaching tools. A verified shop adds the prospect scenario and documents what happened across every touchpoint included in that shop.
The complete picture
See every kind of shop become a clear report.
Digital inquiry, phone call and in-person visit — real questions, shopper notes, evidence and scoring.
TAKEOVER
SECRET SHOP
See your business through their eyes.
TAKEOVER
SECRET SHOP
See your business through their eyes.
TAKEOVER
SECRET SHOP
See your business through their eyes.
A verified shopper makes the call, sends the inquiry or walks in the door — and you get a scored report with the evidence behind it.
See a Sample ReportUseful Together
The recording is a source. The shop is the scenario around it.
Review What Was Said
Call recording and transcription make conversations reviewable. Teams can revisit phrasing, timing and the answer a prospect received.
Understand What Happened
A shopper enters with a defined need, follows the included journey and records tone, pace, clarity, handoffs, relevant in-person interactions and whether the promised follow-up occurred.
From Missed Sale to Coaching Moment
Find the touchpoint behind the outcome.
A documented scoring framework keeps the evaluation consistent. Instead of stopping at “the call could have gone better,” the report connects an observable moment to a clear coaching opportunity.
- 01Define the prospect scenario and included touchpoints.
- 02Document what the shopper observed at each step.
- 03Score those observations against the approved criteria.
- 04Identify the missed handoff, unclear answer or unfulfilled next step.
Illustrative Finding
“The first answer was clear. The promised handoff happened 26 hours later, after the prospect had already chosen another option.”
Touchpoint
Handoff
Observed
26-hour delay
Coach
Set ownership before ending the call
Illustrative example. Every shop is scored only against its selected scenario and included touchpoints.
Shareable Comparison
What a recording captures. What a shopper reveals.
Recording
- Words spoken
- Call timing
- Reviewable audio
Verified Shop
- Prospect scenario
- How the response felt
- What happened across included touchpoints
- Whether the next step occurred
- Scored coaching opportunities
See the evidence in context.
Explore the sample report or choose a time to discuss the journey you want to evaluate.