In-person experience
See the arrival, welcome, environment, explanation, service and close through a customer's eyes.
Digital Inquiry Shops
Find out what happens after someone clicks send.
A verified shopper contacts you through your website form, email or text. We measure how quickly you reply, whether the reply actually helps, and whether it moves the customer to book or buy.
One journey. Three ways to see where it breaks.
Calls and follow-up
Measure answer time, accuracy, confidence, appointment handling and whether promised follow-up happens.
Digital inquiries
Test website forms, email and text responses for speed, usefulness and a clear next step.
What your shopper observes
- Time to first reply
- Personal answer versus a generic template
- Answers to the question that was asked
- Clear next step or booking link
- Follow-up when the customer goes quiet
Illustrative report finding
“The first reply came in 4 hours and answered the question well, but it gave no way to book. No follow-up arrived after that.”
- Speed to response8/20
- Helpfulness16/20
- Clear next step7/15
- Follow-up4/10
This example shows the report format only; it is not a claim about a real business. Final reports connect shopper notes and available evidence to section scores and a prioritized action.
See the Report FormatYour standards become the scorecard.
Tell us what customers should experience. We turn it into clear, observable questions.
Did a reply arrive within 30 minutes?
Did the reply use the customer's name and question?
Was pricing or availability given?
Was there a clear link or time to book?
Did anyone follow up after two days?
Did the reply look professional on a phone?
How a Takeover evaluation works
Our Verified Shoppers are vetted, 21+ mystery shoppers — the people other companies call secret shoppers — briefed on your standards before every evaluation.
Who it helps
Owners and managers who want an honest, outside view of what customers experience — before reviews, lost sales or staff turnover tell them.
How the process works
A 15-minute conversation to agree your standards, a scorecard built from them, an unannounced visit, call or inquiry by a Verified Shopper, then a reviewed report.
What you receive
A graded report with section scores, timestamps, the shopper's own words, available evidence, and one clear "do this first" priority.
How findings become improvements
Each report points to the moment that most often costs you the customer, so you can coach it, fix the process behind it, and re-check it later.
What sets scope, timing and price
The number of locations, which channels are tested (phone, digital, in-person), how many visits, how often, and any custom scenarios. We confirm it before anything is booked.
Choosing a provider?
Read the questions worth asking any mystery shopping company before you sign.
Buyer's guideCommon questions
Which channels can you test?
Website forms, email, text and chat, whichever your customers use.
What proof do I get?
Timestamped screenshots of each message, plus the shopper's notes and scores.
Can I test a competitor too?
Yes, on the higher packages. You get the same scorecard side by side.
Is this different from tracking my form leads?
Yes. Tracking tells you a lead arrived. A mystery shop shows you what the customer experienced after that.
Find the moments customers remember—and the ones costing you trust.
Start with a sample report, then choose a package when you are ready to evaluate your own customer journey.
Not ready to book? Run the free customer experience audit or compare phone, digital, and in-person evaluations.