The only customer experience number that matters

Combining cutting-edge technology with real human analysis of the entire shopping experience. The future of mystery shopping is here.

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

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80%

of brands think they deliver a superior customer experience

8%

of their customers agree

Source

The 8 Dimensions

Searching & Browsing

Here we evaluate the experience of searching for a product and browsing a retailers website, covering everything from finding the site through.

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.

Checkout & Payment

Considers the retailers checkout and payment experience, which includes everything from the shopping cart through to registering a customers details and paying.

Dispatch & Delivery

Here we evaluate the customers experience throughout product delivery. This includes all aspects from immediately after an order.

Product Evaluation

This dimension looks specifically at the product itself and evaluates attributes such as whether the product arrived undamaged, packaging material used.

Returns & Refunds

This crucial dimension considers all steps from a customer re-packaging and returning a product, right through to refund processing.

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.

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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Powerful
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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!

Yasin Mayo

CEO, Memberlog

The only customer experience number that matters

The only customer experience number that matters

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

80%

8%

How it works

The 8 Dimensions