Your organisation has invested in platforms, processes and playbooks. But do they truly deliver the experience you’ve designed? Our mystery shopping team act as real customers - moving through digital and physical touchpoints, testing consistency, quality and emotional impact.
What we do
Through a Nordic network of senior consultants, analysts and field researchers, I lead a coordinated mystery shopping program that evaluates how organisations actually perform across the whole customer journey - from onboarding and activation to retention and reclamation.
How we work
We simulate authentic customer journeys across the Nordics using scenario-based testing and cross-channel validation. Each program is coordinated centrally but executed locally to reflect real market conditions and service contexts.
Our work includes:
- Cross-channel testing (retail, digital, voice, support, etc)
- Persona-based scenarios and use cases
- Journey bottleneck and handover analysis
- Frontline experience validation
- CRM and omnichannel consistency checks
All interactions are captured through real-world data - emails, chat logs, recordings, screenshots and field observations - forming a straightforward, evidence-based narrative of the actual customer experience.
What you get
Most organisations believe they understand their customer experience - until they see it through a real customer’s eyes. Our work reveals what truly happens between your systems, your teams and across the customers' touchpoints. The purpose is to provide leadership with actionable insights.
Each engagement produces explicit, evidence-based material that links the customer journey to operational reality — helping you prioritise improvements that have both strategic impact and measurable effect.
You receive:
- A structured report highlighting friction points, handover gaps, and missed opportunities
- Strategic insights on how systems, people, and processes align (or don’t)
- Prioritised recommendations for leadership and teams
- Governance routines for continuous validation
This is not conventional usability testing — it’s strategic journey validation, combining operational truth with transformation expertise.
Why it matters
Many organisations talk about being customer-centric - few experience their business from the outside.
Our mystery shopping programs reveal:
- Where your journey succeeds - and where it silently fails
- How frontline behaviour reflects leadership priorities
- Gaps between touchpoints and how they affect continuity
- The difference between brand promise and brand reality
By stepping into your customer’s shoes, we uncover the lived reality of your service experience - insights that are often invisible inside the organisation. When teams and leaders see this reality firsthand, empathy increases, alignment improves, and motivation rises. People better understand how their work shapes real experiences, transforming customer-centricity from a principle into shared behaviour.
Continuous validation, not one-off audits
Most customer experience assessments are static snapshots — useful for diagnosis but quickly outdated once new campaigns, systems, or routines are introduced. True transformation, however, requires continuous validation.
We design programs that monitor and measure customer journeys over time, capturing how consistency evolves as organisations grow, restructure, or launch new initiatives. Each round of testing builds on the previous, creating a longitudinal data set that reveals patterns, improvements, and emerging risks.
This approach enables leadership to transition from reactive fixes to proactive management by identifying early signs of regression, operational drift, or misalignment between intent and execution. Over time, mystery shopping becomes a governance tool, providing a reliable feedback loop that connects strategic decision-making with real customer outcomes. It turns anecdotal feedback into actionable intelligence.
A Nordic capability
Operating across the Nordics, our programs are built as a coordinated Nordic capability - combining local market insight with shared evaluation models. This structure enables the team to test the same journeys under varying cultural, operational and regulatory conditions, thereby revealing how experience quality holds up across different geographies.
Every engagement follows a standardised methodology, ensuring comparability between countries while allowing for local nuance in execution and analysis. The results can be consolidated at the regional or group level, giving leadership a clear, unified view of customer experience maturity across markets.
By combining regional expertise with consistent measurement, this model enables organisations to benchmark performance, replicate best practices, and scale improvements throughout the Nordic ecosystem.
Ethical and systemic by design
All our work focuses on improving journey management and systemic consistency, not on individual performance. We do not evaluate or monitor staff or single-store locations. Every report is fully anonymised, focusing instead on processes, handovers and structural friction points that impact customer experience. Our goal is to help organisations see patterns, not people - and to enable better collaboration, not control.
Our work bridges strategic intent and frontline execution. It’s not about scoring shops - it’s about revealing the gap between what organisations say and what customers actually feel.
If your organisation is ready to validate its customer experience and make transformation measurable from the outside in — let’s talk.
Dare to validate?
We work closely with a few select organisations each year. If you're planning a transformation, or want to challenge internal assumptions with real-world insight - let’s talk.
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Andreas Markewärn
