Mystery Shopping / Market Research
CX measurement and competitive intelligence.
AiCX's market research and mystery shopping practice is powered by AiCX / MFI — one of the most established CX measurement firms in the world. We deliver in-person, digital, and phone mystery shopping; CX measurement programs; competitive intelligence; and voice-of-customer insight that drives operational change at scale.
Our shopper network spans tens of thousands of trained, vetted shoppers across North America, Europe, and Asia — covering retail, restaurant, hospitality, automotive, banking, and telecom locations. Programs range from simple compliance audits to complex multi-channel CX measurement studies.
Modern CX measurement is increasingly digital and AI-enabled: video shops, app and digital journey audits, AI-driven sentiment on shopper narratives, and competitive intelligence pulled from public digital footprint. We deliver both — traditional in-person shops and the next-generation digital and hybrid programs.
The difference is in how we run the program — not the deck.
Plenty of vendors can quote you a seat. Few can deliver an outcome. Here's what changes when AiCX runs your mystery shopping / market research program.
Largest vetted shopper network
300,000+ trained shoppers across 150+ countries — covering the locations you actually need to measure.
Multi-method capability
In-person, phone, video, web, app, and digital journey audits — often combined.
AI-enriched insights
Sentiment, theme, and root-cause analysis on shopper narratives at scale.
Competitive intelligence
Same-store-same-shop comparisons across your competitors with apples-to-apples scoring.
Operational integration
Insights pushed into your operational systems for store-level action.
Compliance and audit programs
Age-restricted product, brand standards, regulatory compliance — measured and reported.
Everything you need on day one — built in.
A mystery shopping / market research program from AiCX ships with the operational scaffolding most clients spend quarters trying to assemble in-house.
- In-person mystery shopping (retail, restaurant, hospitality, etc.)
- Phone mystery shopping
- Digital mystery shopping (web, app, chat, email)
- Video mystery shops
- Competitive intelligence programs
- CX measurement and journey audits
- Brand standards compliance audits
- Age-restricted product compliance (alcohol, tobacco, cannabis)
- Voice-of-customer programs
- Net Promoter Score (NPS) administration
- Customer effort and CSAT measurement
- Real-time reporting dashboards and store-level scorecards
How teams put mystery shopping / market research to work.
Brand standards program for a national QSR
Delivered 96,000 shops/year across 8,400 locations; brand standards compliance lifted 14 points in 18 months.
Competitive shop program for a big-box retailer
Bi-weekly competitive shops across 200 markets informed pricing, assortment, and service investments.
Branch CX measurement
Combined in-person + phone shops across 1,200 branches; insights drove a 9-point lift in branch NPS.
Common questions about Mystery Shopping / Market Research.
Don't see your question? Talk to our solutioning team — we'll walk you through pricing, footprint, and ramp options for your specific program.
Related services
B2B & B2C Call Center / Customer Service
24/7 omnichannel customer service for consumer and enterprise audiences.
Inbound / Outbound Sales
End-to-end sales programs: qualification, appointment setting, closing.
Account Management
Dedicated reps managing retention, upsell, cross-sell, and QBRs.
Ready to deploy Mystery Shopping / Market Research?
Schedule a 30-minute working session with our solutioning team — bring your KPIs, leave with a delivery plan.