Channelplay Case Study

Mystery Shopping Software for a Canadian Client

One of the leading Mystery Shopping companies in Canada wanted to streamline their mystery shopping operations and provide their clients with complete findings, for which they were looking for a Mystery Shopping Software which could help them to automate the processes related to mystery shopping and retail audits. They were looking for a software which could give their clients complete picture of audit findings in form of interactive dashboards and reports which will help them to assess the following key service parameters:

  • End to end streamlining of mystery shopping operations from questionnaire creation to client reporting
  • Real time collection of data from the field to be represented in Dashboard format to give a quick snapshot of the store performance
  • Establishing and maintaining mystery shopper base in Canada
  • Training and certifying the mystery shoppers on all aspects of the audits
  • Project trends, charts, operations dashboard showing the performance of different projects
  • Multi-lingual functionality to provide the generation of reports and data in multiple languages
  • Execution and tracking of time bound mystery shopping projects
  • Communication and representation of findings in form of various graphs and reports for value creation of the respective clients


1View, our cloud based Mystery Shopping Management Software, was perfect fit for what the client was looking for. After making necessary modifications, customizations and configurations, we were to go live within 3 working days. Some of the key steps taken meet client’s end objective are as follows:

  • Multiple conference calls were set up for the client to train them on the mystery shopping software
  • Various system tutorials and training decks were shared with the client as reference
  • Various training videos and certification tutorial shared with the client
  • Customizations in the content of the mails sent to the shoppers
  • Customizations in the design of the shopper portal homepage
  • Master Excel sheets related to shopper information was shared with the client to map the details of their existing shoppers and state & city details into our mystery shopping software
  • Customizations in the design of Service Excellence Report and Aggregate Excellence Report
  • Designed an interactive dashboard to give quick snapshot of the store performance. Customizations in the design structure of the dashboard as per the requirement of the client
  • Customization in the system architecture to make it compatible with multiple languages


1View successfully fulfilled the requirements of the mystery shopping company and helped them to provide their clients with the complete representation of the audit findings in reports and dashboard format. The key highlights are as follows:

  • Interactive dashboards helped the client to give the complete representation of the findings to their clients
  • Operation Management dashboards helped the client to see the progress of different projects. It helped them to view the project health card at one glance
  • Imparting extensive training to the mystery shoppers and providing them with extensive training material helped in making their mystery shoppers well trained and educated.
  • Automation of lot of tasks like questionnaire creation, floating opportunities and reporting helped the client to focus on other business aspects

Topics: Mystery Shopping Software