Solution Overview

The ShopandTell Mystery Shopping Solution enables you to monitor the performance of your operations, ensure compliance with standards and procedures and measure the customer experience. All the steps to manage this process in-house are automated with results available in real time.


The solution is built on the web based Kinetica CX platform, requires no on-site IT support and is provided as a service (SaaS – Software as a Service) accessible over the Internet. Touchwork manages and supports all hardware and software in secure data centers and ensures 24/7 web access.
ShopandTell comprises of two key elements: the Web Portal from which the system is managed and the real-time data and results viewed and the Survey Forms accessible on any mobile device (smart phone, tablet, PC)

The Web Portal is where all details relating to the locations, surveys, schedules and shoppers are set-up, and the analysis and reporting takes place. This is a secure website with access controls – allowing you to decide who is able to view your data and manage any part of the secret shopper process.
The Survey Form contains the questions and/or data fields to be captured by a shopper when visiting a location, and is accessed via a web link sent to the shoppers by text message or email. These links work on all smart phones, tablets and PC’s that are on-line with internet connectivity. Shoppers complete the surveys on the spot and the results are available instantly in the web portal and can be automatically emailed to selected users.

Over 16 different question types – many of which are pre-configured with commonly used rating scales and terminology, ensures that any Secret Shopper survey can easily be implemented.

Surveys can be password protected – ensuring integrity of data collected – and search functionality allows for individual locations to be easily selected from a master-file.

Multiple results dashboards can be created and we offer a library of reporting widgets that are fully user configurable. This ensures users get to see the data relevant to them in the format they require.