Secret Shopper & Company Culture
I’m Mark Hope. I want to help you find out whether the company culture you describe is the experience a customer actually receives. Our new program starts with a human secret shopper, then brings in the girls at Annie’s—our AI analysis team—to prepare an analytical report recommending training, classes, and practical implementation steps.
— Mark Hope
From a human visit to an actionable training plan
A human checks the customer experience. Annie’s AI team turns the observations into an analytical report with recommendations for training, classes, and implementation.
What your report will cover
- The agreed standards and the human shopper’s documented observations, including strengths as well as gaps.
- An analysis of how observable service behaviors reflect your stated company culture, with uncertainties clearly identified.
- Recommended training topics, classroom activities, coaching, priorities, responsible people, and measures for a follow-up check.
The assessment describes the situations observed. We review the evidence and discuss the findings with you before deciding on training or other business changes.
Start with the work you need
We agree the scope, deliverables, responsibilities, and fee before work begins. Tell us about your business and we will work out a useful starting point together.
Check the culture. Understand the findings. Train the team.
A human secret shopper double-checks how your company culture shows up in the customer experience. The girls at Annie’s—our AI analysis team—prepare an analytical report with recommendations for implementing training and classes. Mark reviews the report with you.
Set your standards
Agree the company values, service expectations, and observable behaviors before the assessment.
Explore Set your standards
Human secret shopper visit
A human shopper double-checks how your company culture appears in real customer interactions.
Explore Human secret shopper visit
Annie’s analytical report
Our AI team at Annie’s analyzes the human observations and recommends practical training, classes, and implementation steps for owner review.
Explore Annie’s analytical report
Train in our classroom
Turn agreed recommendations into classroom lessons, practical exercises, and coaching for your team.
Explore Train in our classroom
Assess every employee
Check every participating employee’s knowledge and practical application against your standards.
Explore Assess every employee
Follow-up culture check
Arrange another human check to see whether the training is improving the customer experience.
Explore Follow-up culture check