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Customer Experience Insights

Many companies think that customer satisfaction is all it takes to be successful. It's not.
Did you know that 90% of customers say they are 'satisfied' before defecting to a competitor?
To keep them coming back, spending more and telling their friends you need more than 'satisfied'. You need LOYAL customers.


Customer loyalty depends on trust in your company to deliver a consistent experience, every place, every time.
Which depends on the performance of every one of your locations.
Identifying how each location can optimize its performance and tracking its progress towards these goals is the single most effective thing you can do to improve customer loyalty.




data driven goals diagram



shadow shopper inspect not expect




managers looking at Shadow Shopper reports



manager looking at customer experience report




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Shadow Shopper has been measuring Australian businesses since 2004. We have the highest quality mystery shopping programs in Australia.

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