Is the protocol being followed?
Greeting, wait times, advice, cross-selling, closing and farewell: what is delivered, where, and how consistently across locations, shifts and regions.
Market research · Customer experience
Mystery shopping that measures the experience where it happens.
We evaluate how your customers are served at every touchpoint, in your network and in your competitors’, with clear protocols, realistic scenarios and evidence from every visit. A mystery shopper network trained and supervised by SeeIM across all 32 Mexican states, with operations in 12 countries.
Reach in Mexico32 states, nationwide
International coverageMexico, Central America, South America and the United States
Track record20+ years
What it answers
The questions it answers.
How do I compare with my competitors?
The same scenarios run in your network and in your competitors’, with a best-in-class ranking by city and by attribute.
What does the customer experience end to end?
Complete journeys across branch, store, phone, app and website, with the detail of every step and the evidence behind every score.
How we work
How we do it.
We start from the decision you need to make and design the study backwards from it.
We turn the business question into measurable variables
Together we define the scenarios, the protocol to evaluate, the scoring scale and the sample by location, region and competitor.
Visits with evidence
Mystery shoppers who match your customer profile, trained for each scenario; every visit produces receipts, photographs, audio or timings as required, and goes through supervision and quality control before it is counted.
Results ready for action
A service index comparable across waves, locations and competitors; alerts by location; an executive read of gaps and strengths, online in ShopperLens, in a report, or in a session with your team.
Deliverables
What you get.
- Service index by location, region, wave and competitor, comparable over time.
- Protocol compliance by step of the journey, with the evidence from each visit one click away.
- Best-in-class ranking and best-practice identification within your own network.
- Alerts by location, so you act before the next wave.
- ShopperLens by SeeIM on SeeIM Live, executive reports and working sessions with your team.
- A custom design: visit type, frequency and coverage are defined by your decision, not by a package.
Want to know how your customers are being served today?
Tell us which touchpoints concern you and we will build the protocol, the sample and the schedule with you.
Frequently asked questions
What clients usually ask.
Which sectors do you cover?
Any sector with customer-facing service: retail and supermarkets, financial services and insurance, healthcare, telecommunications, restaurants and hospitality, franchises, automotive, education and more than twenty other categories. The protocol is built for each business.
Can you also evaluate my competitors?
Yes. We run the same scenarios in your network and in your competitors’, under the industry’s ethical guidelines, so the comparison is fair and actionable.
What evidence supports each visit?
Depending on the scenario: purchase receipt, photographs, audio recording, measured timings and geolocation. Every visit goes through supervision and quality control before it enters the results.
How do I see the results?
Online, in ShopperLens by SeeIM on SeeIM Live, with filters by location, region, wave and competitor; plus executive reports and presentations in person or by video call, in English or Spanish.
Do you operate outside Mexico?
Yes: Guatemala, El Salvador, Honduras, Costa Rica, Panama, Colombia, Ecuador, Peru, Chile, Argentina and the United States, and we design the operation in any other country where your customer is.
You may also be interested in