Mystery Shopping

The business problem

Multi-site organizations depend on consistent execution of service and brand standards yet often rely on self-reporting or lagging metrics. Without independent evidence, leaders struggle to understand how experiences are delivered across locations, channels, and partners.

Core challenges include:

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Limited visibility into real execution
Hard to see what actually happens in service
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Inconsistent service across locations
Customer experience varies widely by site and team
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Reliance on self-reported performance
Performance relies on claims, not observed behavior
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Difficulty identifying execution gaps
Gaps are hard to pinpoint without structured evaluation
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Weak evidence for coaching decisions
Coaching lacks proof points and actionable examples

Our solution

Sonata CX Mystery Shopping programs provide independent, evidence-based measurement of experience delivery across physical and digital journeys. Designed for multi-site and franchise operations, they assess execution against defined standards and scenarios, producing consistent insight that supports coaching, compliance and improvement, with actions tracked through GDX.

Solution pillars include:

  • Scenario-based experience evaluation
  • Certified evaluator network
  • Physical and digital coverage
  • Evidence-led reporting via GDX
  • Central governance and calibration
Analytics Discussion

Key features

Scenarios aligned to CX priorities
Design scenarios around priority journeys and behaviors
Certified, quality-controlled evaluators
Use trained evaluators with ongoing quality controls
Coverage across channels and locations
Evaluate across stores, digital, contact centers, and regions
Evidence capture for validation
Capture evidence to validate findings and outcomes
Consistent scoring and calibration
Apply standardized scoring with calibration for fairness
Results analyzed within GDX
Analyze results centrally within GDX dashboards
Actions created and tracked
Create actions, assign owners, and track closure

Benefits and outcomes

✓
Objective execution visibility
Get objective view of real frontline execution
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Consistent standards measurement
Measure standards consistently across sites and channels
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Clear execution gap identification
Identify gaps clearly with scored, evidenced findings
✓
Stronger coaching and compliance
Improve coaching effectiveness and compliance adherence
✓
Comparable insight at scale
Scale insights consistently across markets and operations
Team discussion

Client success stories

Thought Leadership 
and Insights