How mystery shopping audits work

Before anything else, the business owner confirms a digital authorisation during enrolment — the legal foundation of legitimate mystery shopping. Our system blocks audit scheduling for any client without authorisation on file. From your portal you then add the correct prices, services and response expectations we score accuracy against.

We build a realistic prospect persona for your vertical — a patient asking about implants, a homeowner with a leaking roof, a client with a custody question — and make contact through your real channels: enquiry form, email enquiry, live chat, WhatsApp and, on plans that include it, a phone call. We then track everything for 7 days: how fast the reply came, what was quoted, what questions were asked, whether anyone followed up, and whether anyone tried to close.

Every exchange is scored 0–100 across nine criteria: response time, whether the channel answered at all, accuracy against your fact sheet, personalisation, qualification questions, follow-up cadence, close attempt, tone, and red flags — including data-leakage signals like your enquiry being answered from a personal phone or by an unauthorised third party. Every finding carries timestamped evidence. Language is strictly evidence-led: we report what the record shows, never accusations.

SalesWitness Watch and Watch Pro add continuous monitoring across Google, Trustpilot, Checkatrade, Yell, Facebook, Houzz and any other review site we find. New negative reviews trigger an alert within hours, with two things attached: a policy-violation analysis (when a review breaks the platform's own rules, you get a step-by-step removal appeal path) and a drafted owner response — empathetic, de-escalating, no admissions of fault, marked 'review before use'. Secret shops then repeat at the frequency of your plan.