About

Our Undercover Customers sleuth out the truth of your customers’ experiences so you can fine-tune your business and transform your customers into a potent, cost-free sales force.

“With utmost sincerity I can recommend their services”

— John Hughes, John Hughes Group

“An enormously valuable service that our sales team will use to perfect our sales process”

— Nikki Green, Trevors Carpets

Our mission

Our mission is to help business owners understand how their customers truly experience their business. Customers’ experiences goes beyond customer service. It’s the way your customers feel at every single touch point: from their very first interaction to their 100th visit to your store. Ideally, these touch points combine to create a one-of-a-kind experience your customers will rave about.

All the evidence points to us

We wouldn’t be much use as Undercover Customers if our own customers’ experiences wasn’t exceptional. Here’s what you can expect when you engage our covert team:

Customers’ experiences over service

Other “mystery shopper” companies focus on customer service alone. We look at the full picture, looking to improve your customers’ experiences at every single touch point.

Powerful, easy-to-read reports

Our reports aren’t just comprehensive and easy to read. We support all of our findings with charts, graphs, and other visuals, and tell the “story” behind the numbers.

Actionable insights and practical advice

The insights and advice in our Intelligence Reports empower you to take steps to improve your customers’ experiences immediately. We offer quick wins and long-game strategies.

Personalised and goal-focused

We tailor our services to your business specifically, ensuring we’re looking at your customer experience through the lens of your unique processes, challenges, and goals.

Insights into your competitors

We can also investigate your competitors, assessing their strengths and weaknesses to highlight your competitive advantage and position you in a category of one.

Only the best Undercover Customers

We don’t just drag our Undercover Customers off the street. They’re hand-selected and go through a training course to ensure they won’t blow their cover on the job.

A word from our Chief Undercover Officer

(Let’s call her Mrs V.)

Hello, I’m Mrs V, Chief Undercover Officer at Through Customers’ Eyes.

More than anything, my past life as a business owner in the retail and hospitality industries showed me that very few business owners understand the difference between customer service and customers’ experiences.

This is unfortunate because an exceptional customer’s experiences isn’t just a nice thing to have; it’s the backbone of every successful business.

My pivot into the world of Undercover Customer Investigations began with that simple realisation.

It’s the reason I decided to become a detective in my own right: to gather the voices of the silent customers who can make or break your business.

And because I love numbers and uncovering the stories they tell (a passion I developed throughout my 10 years in accounting).

Think of us as your eyes in the shadows, seeing what you don’t see — and providing the evidence and targeted insights you need to not only meet but exceed your customers’ expectations.

Because that’s how you earn their loyalty, and that’s how you grow your business and improve your bottom line.

Schedule your free 30-minute Mission Brief

Knowing your customers’ experiences inside and out, you can fine-tune your business, transform your customers into a potent (and cost-free) sales force,
and improve your bottom line.

All successful undercover operations begin with a Mission Brief. Book yours now.