Mystery Shopper Services


Mystery Shopper Services

Brand Operations Services by Deloitte

We take on mystery shopping assignments that other companies shy away from. We are committed to investing the resources to be effective where others have failed. A lot of companies say they provide high-touch service. We really do.

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Our approach

For less complex customer-facing evaluations, our mystery shopping services can help you obtain consistent, objective, and actionable feedback on service delivery, sales team performance, product or service rollout, and more. Our hands-on, service-driven teams leverage leading practices from our brand inspection experience to focus on your specific needs and questions, enhance quality and consistency, deliver targeted feedback, and drive performance improvement.

Consultative collaboration
Our account teams work with clients throughout the process, from the initial consultation to questions about scoring, standards interpretation, and follow-up action.

Experienced shoppers
Secret shoppers are handpicked from an extensive database to match the specific requirements of your program.

Quality data
Special secret shopper instructions, training, and multiple layers of quality control improve the consistency and accuracy of our data.

Customized scoring
Customized scoring delivers targeted feedback on the points of service that drive meaningful connections with your customers.

Global inquiry contact  Zach Conen 

Brand Operation Services

Key contact

Ivan Kukhnin

Ivan Kukhnin


Ivan joined Deloitte in 2007 in London and transferred to Deloitte’s Moscow office in 2014. He currently heads the sustainability services group. Ivan has more than ten years of experience in providin... More