A well-designed mystery shopper program gives you access to something few tools can offer: a reading of the experience your customers actually have, as they live it. What you get depends on three things: who does the evaluation, how it is structured, and what you do with the results.

Evaluators Who Experience Your Service as Real Customers

In our approach, evaluators are voluntary consumers, already customers of your business or looking to become one. They show up with a genuine purchase intent, under the same conditions as any of your customers. What they observe and feel reflects an authentic and natural experience.
This is what allows us to measure not only whether your standards are being applied, but how customers actually perceive them. It also makes the transactional NPS measured in the program representative: the score is given in the same state of mind as a real customer because the evaluator is one.

Our pool includes more than 120,000 qualified mystery shoppers across Canada. This allows us to consistently deliver the required volumes, month after month, across all your locations.

A Structured Method, Reliable Data

Each evaluation focuses on specific points in the customer experience: the greeting, team behaviours, adherence to established processes, service quality at different stages of the journey. The uniform structure from one visit to the next is what makes the data comparable and actionable.
Before being transmitted, each evaluation is validated by our quality team. This systematic review eliminates collection errors and ensures that the data behind your decisions is reliable. You can act with confidence.

Results That Lead to Concrete Decisions

Collecting data is the first step. Turning it into actions on the ground is where the value is created.

In Hexia, your mystery shopper results are available in real time, by location, with dashboards that let you track performance over time and quickly identify where gaps are widening. The platform is developed and hosted in Canada, intuitive to use, and continuously evolving.