The only customer experience number that matters

Combining cutting-edge technology with real human analysis of the entire online shopping experience. The future of mystery shopping is here.
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Simple, unbiased reporting retail leaders can rely on

Anonymous experts keeping an eye on your entire business

Real humans, seeing things the way customers do

Turning complexity into clear, actionable insights

Combining human understanding with advanced AI

Constantly evolving, on the pulse of the industry

Trusted by leading brands
Monitor customer experience health with independent, unbiased, human perspectives covering the entire online shopping lifecycle.
Find out more

Monitor customer experience health with independent, unbiased, human perspectives covering the entire online shopping lifecycle.

Find Out More

80%

of brands think they deliver a superior customer experience

8%

of their customers agree

Source

How it works

Our team of real people continuously shop online and evaluate experiences across the entire retail industry.

We analyse this data, calculate scores and provide retailers with simple, elegant, unbiased reporting.
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The 8 Dimensions

01
Searching & Browsing
Here we evaluate the experience of searching for a product and browsing a retailers website, covering everything from finding the site through.
02
Pre-purchase Support
This dimension looks at the experience of using a retailers customer support before purchasing a product, focusing primarily on the websites live chat function.
03
Checkout & Payment
Considers the retailers checkout and payment experience, which includes everything from the shopping cart through to registering a customers details and paying.
04
Dispatch & Delivery
Here we evaluate the customers experience throughout product delivery. This includes all aspects from immediately after an order.
05
Product Evaluation
This dimension looks specifically at the product itself and evaluates attributes such as whether the product arrived undamaged, packaging material used.
06
Returns & Refunds
This crucial dimension considers all steps from a customer re-packaging and returning a product, right through to refund processing.
07
Post-Purchase Support
This dimension evaluates a retailers post-purchase support - that is, the experience of dealing with a retailers customer support after purchasing a product.
08
Loyalty & Retention
This dimension focuses on any post-purchase actions taken by a retailer for the purposes of retaining a customers business.
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The retail landscape has changed

23.4%
year-on-year online shopping growth inAustralia for the 12 months to 31 August 2021
1.5 mil
households shopped online in August 2021.
1.5% higher than the 2020 Christmas rush
8%
of their customers actually agree

Powerful
Tools

Complete
Dashboards

Advanced
Monitoring

AI Content
Suggestions

Key Features

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Customer
Stories

Excellent  4.7 out of 5

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Awesome Services

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John Sweet
CEO, BlueChip

We have a great tool!

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Sarah Smith
Mailchimp, Market Lead

Great team!

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Yasin Mayo
CEO, Memberlog