Mystery shopping that leads to change
Knowing that a salesperson didn't offer an add-on isn't enough. You need to know why, at which branches, and what to do about it. That's why we combine mystery shopping with training.
Mystery shopping is an anonymous visit by a trained evaluator who behaves like an ordinary customer and records the service against a scenario. WENO-YUNO runs it across the Czech Republic and Slovakia for retail, luxury brands, restaurants, cinemas, dealerships and branch networks.
Staff mystery
We assess people and their sales skills.
- In-person visits to stores and branches
- Calls to call centres and sales lines
- Scenarios with complaints, returns or grievances
- Linked to QR surveys: how real customers feel
Mystery audits
We assess the premises and the purchase process.
- Hygiene audit
- Merchandising and product display
- Stock levels and freshness
- E-shop orders, delivery and returns
Mystery shopping answers questions like:
Sales
Do salespeople try to close, or just inform? Do they up-sell and cross-sell?
Standards
Do your staff follow customer-care standards? Do they know the products well enough?
Comparison
Which branches serve better? What weaknesses do they share? Where is the competition stronger?
Industries where we have the most experience
Fashion and luxury
Rolex, Patek Philippe, GAP, Under Armour, GEOX, Celio, Orsay, NILA, KARA, Pietro Filipi, Harfa Sport, Fashion Arena Prague Outlet.
Food and entertainment
Bageterie Boulevard, KM Pizza, Mistral Café, OXO Bubble Tea, CineStar, Plzeňský Prazdroj.
Services and more
SIKO, Luxor, Euromedia, AutoESA, Koutný Prostějov, Form Factory, Zahradnické centrum, První Chodská, Carollinum.
Calculate what you're losing
Mystery shopping FAQ
How does in-store mystery shopping work?
A trained mystery shopper visits the store as an ordinary customer and follows a prepared scenario, such as choosing a gift or returning goods. Right after the visit they complete a questionnaire with photos and, where agreed, an audio recording. We check the report and upload it to the online system.
How many visits do I need?
Two or three visits at different times give a first picture of one location. For a branch network we recommend regular waves, for example one visit per branch per month, so you see trends and compare branches.
What is a mystery audit?
A mystery audit focuses on the premises rather than staff: hygiene, merchandising, stock and freshness, price labels or the e-shop purchase process. We often combine it with a service assessment in one visit.
Can you test competitors too?
Yes, that's benchmarking. We visit competitor locations with the same scenario, so you see where you are ahead and where you lose.
Is mystery shopping GDPR compliant?
Yes. We assess processes and premises, not employees' private lives. Recordings and photos are processed under a data processing agreement, and we recommend informing staff about the programme, in line with our transparent approach.
For new clients
Try mystery shopping at one location before you decide
You don't have to commit to a programme for your whole network. A pilot shows you what really happens, and shows you how we work.
Pilot mystery
- 1 location, hotel or call centre
- 2 in-person visits or 3 mystery calls, following your scenario
- Results in our online system, with photos and recordings
- 30-minute debrief with what to fix first
- If you continue, we deduct the pilot from your first month
Free tip: a 5-minute test you can run today
Before you contact us, run a small mystery yourself. Ask a friend to call your business or front desk as an ordinary customer, and check:
- Did someone answer within three rings?
- Did they introduce themselves and ask how they can help?
- Did they ask at least one question to understand what the customer needs?
- Did they offer a concrete solution, date or price, not just information?
- Did they offer something extra, or take contact details for a next step?
- Did they say goodbye, wish a nice day and invite the customer back?
Two or fewer “yes” answers usually mean customers leave empty-handed. Send us your result and we will tell you, free of charge, where to start.