In-person experience
See the arrival, welcome, environment, explanation, service and close through a customer's eyes.
Phone Shops
Hear what callers hear before they choose someone else.
A verified shopper calls your business like a real customer. We score how fast you answer, how clearly your team explains, whether they book the next step, and whether promised follow-up happens.
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
- Rings to answer and hold time
- Greeting, name and tone
- Accurate answers to real questions
- Asking for the appointment or next step
- Promised callback or follow-up actually happening
Illustrative report finding
“The rep was friendly and knowledgeable, but never offered to book a time. The caller hung up with answers and no next step.”
- Answer & greeting14/15
- Knowledge & accuracy17/20
- Asking for the booking6/15
- Follow-up8/10
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.
Was the call answered within three rings?
Did the rep give their name?
Were pricing and availability explained clearly?
Did the rep offer to book an appointment?
Did the promised follow-up arrive on time?
Would the caller choose this business?
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
Will my team know it's a mystery call?
No. Shoppers call as real customers with a realistic reason for calling.
Can you call more than one location?
Yes. Each location gets its own scored report so you can compare.
Do you record the call?
The shopper writes up the call in detail and scores it. We follow the recording laws in your area and never record without meeting them.
How fast do I get the report?
Usually within a few days of the call.
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.