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Mystery shopping

Through precise and objective evaluations, we uncover the strengths and areas for improvement at every level of the customer relationship, enabling you to optimize each interaction and enhance customer satisfaction.

Evaluating and enhancing customer experience with Mystery Shopping


Mystery Shopping perfectly complements quantitative and qualitative research by delving into the real-life interactions between your teams and your customers. This unique approach makes it possible to evaluate the quality of client reception, compliance with internal process and operational excellence on site, while identifying opportunities for enhancing the customer experience and standing out from the competition.

Our expertise is based on an international network of qualified assessors and a real-time reporting platform. Combined, these tools give you a detailed, actionable overview of your performance. Thanks to this methodology, we can help your teams turn every interaction into a memorable moment, combining commercial effectiveness with lasting customer satisfaction.

Our experts

Truong Nguyen

Co-Director of the Mystery Shopping Department

Lea König

Co-Director of the Mystery Shopping Department

Our methods

Voice of Teams

A survey of your sales staff, asking them about the obstacles they face in completing their sales experience

In-store mystery shopping

In-store, telephone and online surveys to quantify compliance with your sales standards

TF1 Pub

The research on engagement is one of the pillars of branding effectiveness for TF1 Advertising’s research department. For the 6th edition of this study, marking its 10th anniversary, we received tremendous support from OpinionWay, which stood out for its expertise and professionalism. The team was proactive, they perfectly understood our needs and delivered high-quality work, meeting all our expectations.

Together, we were able to produce a study that continues to provide valuable insights to our department and to the market! Many thanks to the OpinionWay team for this fruitful collaboration.

Antoine AUDIT, Advertising research director at TF1 Pub

Dernières publications

Survey

AI European Barometer - February 2025

Survey

European Multiclient Survey – 4th wave - December 2024

Survey

Europeans’ views on the 2024 US elections - November 2024

Survey

European Multiclient Survey – 3rd wave - October 2024

Analysis

“Actionability must prevail over the tyranny of metrics!”

Survey

Europeans’ views on the international situation and the European elections - June 2024

Survey

The European, the Ukraine war and international relationship - April 2024

Podcast

Podcast Spotlight(s) – Episode #2 : Spotlights on luxury in Thailand