The Insight 360 Africa Mystery Shopping System
Every assignment a shopper accepts is attached to one of our sector packs. The pack sets the brief, the scenario, the scored customer journey and the evidence required — so your results are consistent across locations, assessors and waves.
Request a tailored proposalBanking & financial services
Branch banking assessment covering queue management, teller and advisory service, product knowledge and compliance with account-opening procedure.
Journey stages assessed
Recommended reassessment: every 12 weeks.
Retail & FMCG
Store assessment covering welcome, availability, merchandising standards, staff selling skills and checkout experience.
Journey stages assessed
Recommended reassessment: every 8 weeks.
Hospitality — food service
Dine-in assessment covering seating, order accuracy, food quality, service timings, hygiene and bill handling.
Journey stages assessed
Recommended reassessment: every 8 weeks.
Hospitality — accommodation
Stay or enquiry assessment covering reservation handling, check-in, room standards, facilities, in-stay service and check-out.
Journey stages assessed
Recommended reassessment: every 16 weeks.
Healthcare
Patient-experience assessment covering reception, waiting times, clinical courtesy, dignity, cleanliness and discharge information.
Journey stages assessed
Recommended reassessment: every 12 weeks.
Contact centre
Inbound call assessment covering answer time, greeting standards, agent knowledge, resolution, compliance wording and call close.
Journey stages assessed
Recommended reassessment: every 4 weeks.
Digital channels
Website, app and social assessment covering findability, journey completion, payment flow, support responsiveness and accessibility.
Journey stages assessed
Recommended reassessment: every 6 weeks.
Fuel retail
Forecourt assessment covering attendant service, pump accuracy and zeroing, payment handling, shop standards and washroom facilities.
Journey stages assessed
Recommended reassessment: every 8 weeks.
Automotive
Showroom and service assessment covering enquiry handling, qualification, demonstration, finance transparency and follow-up discipline.
Journey stages assessed
Recommended reassessment: every 12 weeks.
Exceptional · 90%+
Recognise and document as best practice.
Strong · 80%+
Maintain standards; close the few gaps noted.
Satisfactory · 65%+
Targeted coaching on the weakest journey stages.
Needs Improvement · 50%+
Structured action plan with a management owner and review date.
Critical · 0%+
Immediate management intervention and reassessment.
