At a glance

Hexia.missions

Mystery shopping sends real customers into your locations to experience your service the way any customer would, then measures what they find against your standards. It answers two questions at once: are your service standards actually being applied, and how do customers perceive the experience when they are?

What is mystery shopping?

A mystery shopper is a real consumer — not a professional auditor — who visits one of your locations, lives the experience, and completes a structured evaluation afterward in exchange for a small compensation. Visits are unannounced and each one is done by a different person, so you see your operation through fresh, representative eyes. Hexia.missions draws on Lanla’s cohort of more than 120,000 mystery shoppers across Québec and Canada, so visits can be matched to the profile of your real clientele.

What does a mystery visit measure?

Two things at the same time: conformity (are your standards being applied?) and perception (how satisfied is the customer with that service?). A custom questionnaire follows the full customer journey — welcome, service, product, employee attitude, ambiance and cleanliness — and feeds indicators such as the Customer Experience Index (CEI), Net Promoter Score (NPS), and a consistency index that shows how uniform the experience is across your network.

How do you keep the results reliable?

Every evaluation goes through quality control before it reaches you — reviewed internally, both manually and with AI — and the shopper is contacted whenever something is inconsistent or missing. Validated results then appear in real time on the platform, where each manager sees their own locations and can download them as PDF.

How is mystery shopping different from a satisfaction survey (VoC)?

They answer different questions. Mystery shopping is normative: a trained visitor checks your experience against defined standards and reports privately, which makes it ideal for measuring compliance and coaching your teams. A continuous satisfaction survey (Voice of Customer) is proactive: it invites every customer to react to a real visit so you can recover unhappy customers quickly. Used together, one confirms or corrects what the other suggests.