01
Mystery shopping
Realistic customer scenarios, briefed shoppers and structured observations across your chosen touchpoints.
- Store, dining and guest-service visits
- Telephone and digital enquiries
- Agreed sales and service scenarios
ClearGauge A member of ClearGroup
Mystery shopping · Customer experience · Conduct assurance
Your standards.
Their experience.
See the gap.
See how your business performs through a customer’s eyes. We assess real interactions against your standards, so your team can prioritise coaching, improve service and check what changes.
Financial services · Retail · F&B · Hotels · Casinos
Guest journey reviewILLUSTRATIVE
Hotel / Enquiry to arrival
3 moments that matter
BEFORE THE VISIT
Response quality and clarity of information.
DURING THE VISIT
Welcome, service consistency and handling requests.
AFTER THE VISIT
Follow-up, resolution and opportunities to improve.
From an observation to an actionIdentify the service gap, check the evidence and agree the next step.
Measure what really happens.Mystery shoppingConduct testingCustomer journey research
01 / What we do
A clearer picture of your customer experience.
Your policies set the standard. Mystery shopping reveals how it is delivered through everyday service, sales and customer-support interactions.
02
Conduct assurance
Test observed behaviour against agreed standards, with findings that your risk and practice teams can use.
- Brand and service standards
- Sales conduct and customer safeguards
- Evidence-referenced reporting
03
Customer experience
Find friction in the customer journey and identify opportunities to make service more consistent.
- Responsiveness and follow-up
- Clarity and service consistency
- Touchpoint and team comparisons
02 / Industry programmes
Different businesses.
Relevant questions.
Every industry has its own customer journey. We agree what to test, select realistic profiles and assess the behaviours that matter to your business.
Financial services
Assess the conversation behind the paperwork.
Test observed advisory, sales and prospecting conduct against applicable requirements and your own approved standards.
Needs and explanations
Customer objectives, affordability, recommendation rationale and product risks.
Prospecting conduct
Purpose and consent, gift influence, promoter conduct and event boundaries.
Evidence and follow-up
Separate observed facts from concerns requiring records, explanations or further review.
ILLUSTRATIVE SCENARIO
A shopper asks about a financial goal or attends an agreed roadshow interaction.
How it helps
Support practice standards and coaching. Your firm validates findings and determines any compliance or BSC action.
Why assess now?
MAS has clarified the direction.
Check what happens in practice.
In paragraph 4.3 of its 12 October 2026 response paper, MAS identifies mystery shopping as one way to check that representatives explain their marketing purpose and obtain consent before engaging customers.
We turn the relevant standards into agreed shopper scenarios and assessment criteria. Reviewed packages identify observed gaps, supporting evidence and actions for your team to validate.
Purpose and consent
Does the representative explain the marketing purpose and obtain consent before starting? For in-scope telemarketing, is consent sought afresh on each call?
Gifts and customer needs
Does the conversation focus on the customer’s needs, without gifts or rebates unduly influencing the purchase decision?
Roadshow setting and boundaries
Assess observable conduct against the announced commercial-premises and 5-metre event-boundary safeguards, using the agreed event plan.
Promoter conduct and oversight
Check whether promoters explain who they represent and their purpose, and stay within their permitted role. Review oversight records separately if agreed.
Readiness assessment, not regulatory certification. The updated Guidelines are due in 2027, followed by a nine-month transition period. The response paper also anticipates consultation on new Notices. Existing applicable requirements continue to apply; forthcoming measures are assessed as readiness criteria until effective. Internal approvals, PPMO appointments and governance frameworks need records or a separate review and cannot be verified by mystery shopping alone.
Read the MAS response paper View MAS’ implementation announcement
Retail
Turn the store visit into useful coaching.
Understand where a sale becomes harder than it needs to be. Assess how teams welcome customers, discover their needs and explain the next step.
Welcome and discovery
Time to acknowledgement, helpful questions and attention without pressure.
Product and promotion clarity
Explanations checked against your product information and approved offers.
Checkout and recovery
Pricing explanations, payment experience, returns and complaint handling.
ILLUSTRATIVE SCENARIO
A shopper compares two products, asks about a promotion and explores the return policy.
How it helps
Use findings to coach sales behaviours and improve consistency across outlets.
Food & beverage
Understand the whole dining experience.
Look beyond the plate to the interactions that shape a guest’s visit, across dine-in, takeaway or an agreed ordering journey.
Ordering and menu guidance
Product knowledge, order confirmation and responses to dietary questions.
Service and presentation
Observed wait times, attentiveness, order accuracy and visible presentation.
Bill and service recovery
Bill explanations, handling a reasonable request and resolving a service issue.
ILLUSTRATIVE SCENARIO
A guest asks about menu ingredients, orders a meal and makes a routine service request.
How it helps
Identify service friction, refine briefings and check consistency between shifts. This is an observed service review, not a food-safety inspection.
Hotels & hospitality
See the stay through your guest’s eyes.
Assess the moments between a booking enquiry and departure, using your brand standards and a realistic guest profile.
Enquiry and reservation
Response quality, room and package explanations, and booking information.
Arrival and guest requests
Welcome, check-in, concierge guidance and responsiveness to requests.
Departure and follow-up
Check-out clarity, issue resolution and the agreed post-stay journey.
ILLUSTRATIVE SCENARIO
A guest enquires about a stay, checks in and requests help with a normal travel need.
How it helps
Prioritise coaching and service hand-offs across reservations, reception and guest services.
Casinos & integrated resorts
A consistent guest experience across a complex venue.
Review eligible guest interactions within operator-approved access and evidence arrangements. Scope can include resort services and permitted customer-facing casino touchpoints.
Welcome and wayfinding
Clear directions, service availability and respectful assistance.
Guest information
Accuracy of approved service explanations and responses to policy questions.
Support and escalation
How staff respond to a request for help or responsible-gambling information, within an approved scenario.
ILLUSTRATIVE SCENARIO
An eligible adult guest asks for directions, service information and the appropriate support contact.
How it helps
Identify customer-service and escalation gaps. Specialist regulatory audits, restricted-area testing and security-bypass exercises are outside a standard programme.
03 / Our approach
From a real interaction
to a useful finding.
Every programme starts with a defined question. We agree the scope, scenarios, evidence requirements and reporting criteria before fieldwork begins.
01 / DEFINE
Agree the scope
Choose the channels, customer profiles and standards you want to test.
02 / OBSERVE
Run the scenarios
Briefed shoppers follow an agreed scenario and document what they observe.
03 / REVIEW
Check the evidence
Check the agreed evidence and observations for quality. Reporting packages add individual findings against the agreed criteria.
04 / IMPROVE
Prioritise action
Use the evidence for your own review, or receive individual findings and management summaries where included in your package.
Reviewed reports separate observed facts from conclusions. Significant findings remain visible alongside any agreed score.
04 / Programmes
The right level of insight.
A scope agreed with you.
Choose a focused one-off programme or ongoing monthly testing. We’ll discuss your priorities and prepare a quotation based on the agreed scope.
One-off programmes
Evidence for your internal review team
Basic
10 shopper interactions
- Choose 2 customer profile types
- Agreed recordings of each interaction
Detailed findings for each interaction
Premium
10 shopper interactions
- Choose 4 customer profile types
- Individual reviewed reports for each shopper
A programme built around your needs
Platinum
Custom shopper quantity
- Customisable profiles aged 18–65, subject to recruitment feasibility
- Agreed recordings and individual detailed reports
- Monthly management report and presentation
- Trends, common findings and follow-up actions
Monthly subscriptions
Build a continuous view of customer experience and conduct, with monthly shopper assignments and reporting matched to your needs. Monthly payment and annual prepayment options are available.
Monthly evidence collection
Evidence
5 shopper interactions per month
- Choose 2 customer profile types
- Recordings
- Scenario summaries
Monthly reviewed findings
Conduct
5 shopper interactions per month
- Choose 4 customer profile types
- Recordings and individual reviewed reports
- Monthly summary of findings
Flexible profiles and individual findings
Assurance
10 shopper interactions per month
- Unlimited profile types, within the monthly shopper allowance
- Individual reports for each shopper
- Profiles aged 18–65, subject to recruitment feasibility
Custom coverage at scale
Enterprise
20 or more shopper interactions per month
- Agreed customer profiles, channels and team coverage
- Individual reports for each interaction
- Management reports and presentations
Flexible deployment, clear boundaries.
One shopper credit covers one standard completed interaction. Allocate credits across agreed scenarios or use them to check improvements after coaching. Carry forward up to one month’s allowance into the next month; carried credits then expire. Additional interactions and specialist recruitment are quoted separately.
For first-time clients
Start with a Premium pilot.
10 shopper interactions, 4 selectable profile types and an individual reviewed report for each shopper.
A one-time introductory offer, limited to one pilot per first-time client. Continuing with a subscription is optional.
Standard interactions cover one meeting or contact of up to 180 minutes. Recordings are delivered only where included in the selected package. Evidence methods and any necessary recording permissions are agreed before deployment. Reports are reviewed against agreed criteria. Financial-services compliance review is scoped separately and does not imply MAS approval. Final profiles, channels, evidence arrangements and deliverables are confirmed in writing. Purchases, meals, room stays, venue charges and specialist access are quoted separately where required.
05 / Join our shopper panel
Observant?
Curious? Detail-minded?
Help businesses understand the experience they deliver. Join our panel for project-based assignments in Singapore.
Good shoppers notice the detail.
You should be 18 or older, reliable, able to follow a scenario and comfortable writing clear, factual observations.
Each assignment is offered separately. Scope, timing, fees and expenses are agreed before you accept. Joining the panel is free and does not guarantee assignments.
A few useful answers
Clarity,
from the start.
Is mystery shopping the same as an audit?
No. It captures observed customer interactions within an agreed scope. It complements file reviews, callbacks and other controls. A programme cannot establish that every interaction or representative meets every requirement.
Can you test our own policies and service standards?
Yes. The programme is designed around agreed criteria and the journey you want to examine. The scope and reporting framework are confirmed before assignments start.
How do you choose the shoppers?
We match eligible shoppers to the agreed customer profile, check relevant conflicts and brief them on the scenario. Venue access, age eligibility and specialist requirements are confirmed before acceptance.
Are interactions recorded?
Recordings are provided where included in the selected package. Premium and Assurance list individual reports as their deliverable. Evidence collection, any recording permissions, secure transfer and retention arrangements are confirmed in the written scope.
How much do shoppers earn?
Fees depend on the duration, number of interactions, profile and reporting requirements. The fee and approved expenses are stated before you accept an assignment. We never charge a fee to join the panel.
Let's make the picture clearer
What do you want
to understand better?
Tell us about your industry, the customer interactions you want to test and your preferred timing. We’ll use your brief to start a focused discussion.