Your reports say CX is great. Your churn rate says otherwise. We send trained mystery shoppers into your sales calls, support chats, and onboarding flows — then deliver raw video and transcripts of where your team actually drops the ball. Pattern analysis, not one-off incidents. Starting at $1,500/month with $500-$1,500 deep-dive reports. Free competitor benchmark call.
CEOs and heads of CX at growth-stage B2B companies in Boston suspect their dashboards are lying — and they're usually right. We send trained mystery shoppers into your sales calls, support chats, and onboarding flows, then deliver raw video and transcripts showing where your team drops the ball. Pattern analysis, not one-off incidents. Built for Boston operators in Vistage, EO, and peer groups.
Your NPS is healthy. Your CSAT is 4.6. Your dashboards are green. Your churn rate keeps climbing and no one can explain why. Here's what CEOs eventually figure out: every layer of the org has an incentive to present the customer experience favorably. Support managers coach reps on how to resolve tickets, not how to show failure. Sales managers scrub deals that went sideways. Customer success reports progress on the accounts that are talking, not the ones going quiet. By the time customer complaints reach the executive level, they've been through 3 filters and look like 'minor friction points.' Meanwhile, the prospect who called yesterday got dismissed three times in five minutes and switched to your competitor. You don't find out. You just see the revenue number six weeks later. Surveys tell you what customers THINK they experienced. We show you what ACTUALLY happened, with receipts.
Every layer above the frontline has an incentive to sanitize reality
Support managers coach reps on resolution, not on exposing failure. Sales managers scrub deals that went sideways out of reports. CS teams flag 'at-risk' accounts only after obvious disengagement. By the time the CEO sees data, it's been filtered through 3 layers of people whose bonuses depend on things looking fine.
Surveys measure what customers remember, not what happened
NPS and CSAT capture the customer's subjective summary, days or weeks after the interaction. They don't capture: the specific moment the rep said something dismissive, the handoff that got lost, the email that was never replied to, the three minutes of hold music that ended the call. Surveys miss the texture where churn is actually born.
Competitors know what your sales team sounds like. You don't.
Your sales reps interact with hundreds of prospects each quarter. They develop habits. Habits become patterns. Patterns become brand impressions. Your competitors have heard your pitch, your objection handling, your follow-up cadence — from prospects who told them about you. You're the only party in the market who hasn't heard it.
Mystery shopping isn't just about 'secret shoppers'—it's a high-level management strategy designed to unlock the hidden data behind every customer interaction.
— Industry Research, The Invisible Edge: Strategic Mystery ShoppingA mystery shopping service built for B2B and growth-stage companies. We send trained shoppers through your sales process, support channels, onboarding flows, and self-service experience — recording every interaction. You get raw video, full transcripts, scored rubrics, and quarterly pattern analysis showing where your team is magic, where they're dropping the ball, and exactly how you stack up against your top 3 competitors.
Get StartedRaw video and full transcripts — no filtered summaries
Every mystery interaction is recorded (where legal) and fully transcribed. You watch the specific moment where the rep made the mistake. You read the email thread that went silent. You see the form field that caused the drop-off. Not a manager's summary of what happened — what actually happened.
Scored rubrics across 12 CX dimensions
Each mystery scenario scored on: response time, tone, product knowledge, discovery quality, objection handling, follow-up cadence, handoff completeness, escalation behavior, proactive value-add, technical accuracy, empathy signals, and close strength. Trends visible across months.
Competitor benchmarking on every engagement
For every mystery we run on your team, we run the equivalent scenario on your top 3 named competitors. You see side-by-side: your response time was 47 minutes, theirs was 4 minutes. Your discovery call had 3 questions, theirs had 11. Your follow-up email had a generic template, theirs had a specific reference to the prospect's business.
Pattern analysis — not one-off incidents
Anyone can find a single bad interaction. Our value is the 20+ interactions per quarter that surface systemic patterns. Your whole support team says 'let me check on that' and never actually checks. Your whole sales team asks budget on call one when they shouldn't. Your whole onboarding flow has a 7-day gap nobody owns. Patterns are actionable.
Monthly exec memo + quarterly strategic review
CEO-level monthly memo: 3 patterns worth caring about this month, 3 quick wins, 1 strategic concern. Quarterly: full strategic review with recommended organizational changes. Not 50-page reports nobody reads — tight memos CEOs actually consume.
You identify 1 customer-facing process you're most worried about (sales demos, support chat, onboarding) and your top 3 competitors. Within 10 business days we run 1 mystery scenario on your team and the same scenario on each competitor. You get a written comparison showing exactly where you win and lose. No ongoing commitment — it's a real sample of the work.
We map your customer-facing processes and the moments where churn or conversion decisions actually get made. Design 4-8 mystery scenarios per month covering the highest-leverage interactions. Scripts include buyer personas, objections, specific use cases — realistic enough to get authentic responses.
4-20 mystery interactions per month depending on tier. Video recording where legal (most U.S. states allow one-party consent recording). Full transcripts always. Our shoppers sign NDAs and never reveal their identity to your team — the whole point is authentic interaction.
By the 5th business day of each month: exec memo covering patterns, wins, concerns. All raw video and transcripts delivered in a searchable evidence library your CX leaders can review. Specific clips tagged for coaching use.
90-minute working session with your executive team. Pattern analysis across the quarter. Competitor benchmark trends. Recommended organizational changes (process, training, org design, tooling). Written strategic memo you can share with your board.
B2B mystery shopping specialist — strategic framework for using mystery data as executive management intelligence rather than tactical QA
Our methodology is built on proven frameworks
Recording legality varies by jurisdiction. In the U.S., we use one-party consent recording (legal in 38 states); for two-party consent states, we shift to transcription-only or rely on recorded channels (chat, email, video calls the customer already records). International engagements require case-by-case legal review. We never use illegal recording methods — but the transcripts and scored observations still surface the patterns regardless of recording format.
Single Deep-Dive
$1,497
Ongoing Mystery Program
$2,997/mo
Enterprise CX Intelligence
Custom
15 minutes. We'll diagnose exactly what's holding you back and tell you whether we can help — no pitch, no pressure.
Free Resource
Pick 1 customer-facing process you're worried about (sales demos, support chat, onboarding email) and name your top 3 competitors. Within 10 business days we run the same mystery scenario on your team and each competitor. You get a written comparison showing exactly where you win, where you lose, and which gap is most actionable. No commitment — it's a real sample of the work.
Every quarter without mystery signal is a quarter your executive view of CX drifts further from reality. $1,497 for a single deep-dive. $2,997/month for ongoing. Free competitor benchmark if you want to test the approach first.
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