Most programs audit for compliance. We audit for experience. Independent mystery shoppers score every interaction against a rubric, cross-referenced with performance data. You see what donors see.
Most canvass programs have a quality control problem: the people running them report on themselves. Mystery shopping breaks that cycle. Using a gig-economy model, we recruit independent shoppers to experience your program exactly as donors do. They complete scored checklists at each site, document findings with photos, and their data gets cross-referenced against your performance metrics. The result is objective data about donor experience, not assumptions.
This works for vendor programs trying to understand what's actually happening in the field, in-house programs that lack independent oversight, and organizations planning transitions where stakes are high.
A customized checklist that captures donor experience across greeting, ask, objection handling, close, and follow-up. Every visit is scored the same way.
We recruit and train shoppers, handle all scheduling, and manage site visits. You stay out of the loop so results stay objective.
Shoppers document findings with photos. Clipboards, materials, office conditions—you see the site as the shopper saw it.
We match mystery shopping scores to your actual performance data (pledges, revenue, canvasser tenure). Patterns emerge. Outliers stand out.
What are donors experiencing that contradicts your data? Where are the gaps between policy and practice?
Not a laundry list. Issues ranked by impact on retention and revenue. Clear action items with owners.
No assumptions. No self-reporting. What donors actually experience, scored objectively.
Mystery shopping results tied to performance metrics. You see which experience gaps predict attrition.
Fix the things that matter first. Every recommendation tied to retention or revenue impact.
4–8 weeks for an initial round of mystery shopping, depending on number of sites and the depth of cross-referencing required. Recurring rounds can run quarterly.
Mystery shopping works best paired with other diagnostics:
Vendor QA is internal—vendors score themselves or their own supervisors do. Mystery shopping is external. A shopper your vendor has never met experiences your program exactly as a donor would, with no incentive to inflate quality. The difference is objectivity.
No. We recruit independent shoppers from the gig economy so there's no relationship between the shopper and your program. That separation is what makes the data valuable.
Absolutely. Many clients run mystery shopping quarterly or biannually to track improvement over time and catch drift. We can set up ongoing rounds with consistent shoppers and rubrics.
Let's talk about how mystery shopping can improve your program.
Get Started