Insights that drive
improvement.
We help you close the gap between your brand promise and the experience your customers actually receive. Through tailor-made mystery audits, surveys, and data-driven insights, we reveal what happens across every touchpoint and turn customer experience into measurable improvement.
Where Expectation
Meets Reality
We measure both "the Head" and "the Heart" of every customer journey.
The Head represents the functional side: standards, processes, cleanliness, speed of service, product knowledge and operational consistency.
The Heart represents the emotional side: warmth, empathy, recognition, personal attention, genuine connection and experience.
Together, they reveal not only what happens in the customer journey, but how it truly feels.
Hotels
Elevate the guest experience across every hotel touchpoint with clear insights that drive measurable improvement.
Restaurants
Improve the dining experience from welcome to goodbye with actionable insights that strengthen service, consistency, and guest satisfaction.
Retail
Enhance performance across stores and wholesale accounts with clear insights into customer experience, brand execution, and operational excellence.
Financial Services
Strengthen client experience across every service interaction with objective insights that improve consistency, trust, and commercial performance.
Why INPROVE
Personalized and
flexible solutions.
Measuring the feel, not just the facts.
Professional.
Precise. Human.
Feedback that builds, not breaks.
Real-time insights
that drive action.
Global reach,
local touch.
Your partner,
not just a provider.
Trusted, proven and
always improving.
Your data. Your insights.
Your growth.
Access all your mystery shopping results in one intuitive dashboard. Anywhere, anytime.
See it all at a glance
Track performance by brand, region, or country with real-time data, charts, and comparisons.
Identify what matters most
Spot trends, low-performing areas, and improvement opportunities instantly.
Empower every level
Multi-user access lets managers and
teams view the data most relevant to them, promoting visibility and accountability.
Accessible via web and mobile app, your dashboard gives you real-time access to results, photos, reports, and trends, turning every insight into clear actions for measurable improvement.
Insight is the key to excellence.
We provide valuable insights into every stage of your customers’ journey, from their first interaction to the final transaction. For businesses in retail, hospitality, and other sectors, we assess the effectiveness of each touchpoint and reveal how customers truly perceive their experience.
Through comprehensive customer experience evaluations, internal performance audits, and compliance checks, we deliver actionable feedback to refine operations, elevate service standards, and strengthen commercial performance. By identifying missed sales opportunities, improving conversion, and enhancing up- and cross-selling behavior, our insights help turn better experiences into measurable business growth.
At INPROVE, we empower your teams to continuously grow and enhance their skills, ensuring they deliver memorable experiences and build lasting customer relationships. We are present in 50+ countries, with experienced shoppers in every part of the world.
Inprove(d) solutions
to help you grow.
Tailored services, especially made for you.
Mystery Audits
A powerful tool used to evaluate the quality of service, customer experience, and operational standards in retail stores, hotels, restaurants, and other hospitality venues. Our trained mystery shoppers pose as regular customers, interacting with your staff and assessing everything from product knowledge and service efficiency to cleanliness and atmosphere. These visits provide detailed, unbiased insights into how your business performs from a customer’s perspective, helping you identify areas of improvement and ensure consistent excellence across all locations.
Mystery Calls and Emails
An essential tool for evaluating the quality of service provided by your reservation centres, customer care teams, and sales departments. Our mystery callers act as potential customers, engaging with your staff over the phone to assess factors such as communication skills, problem-solving abilities, product knowledge, and the overall customer experience. These calls provide objective feedback on how effectively your teams handle inquiries, resolve issues, and drive sales, helping you optimize phone-based interactions and maintain high standards of service.
MICE Evaluations
Our mystery shoppers and callers gather detailed insights on key stages, including inquiries, booking processes, and pre-event communications. By assessing interactions with sales teams, event coordinators, and customer service representatives, we provide you with comprehensive feedback on how well your staff handle these critical touchpoints. This information helps you optimize your MICE services, ensuring seamless and professional experiences for your clients from the first contact to the final follow-up.
Employee Engagement Measurement
Do you want to understand why guests return — or why they do not? Why one branch, property, or location consistently achieves higher conversion than another? Or what truly enables your employees to make the difference for your guests? These are exactly the questions we specialise in. We work at the intersection of guest experience, employee experience, and AI.
The Hunt
INPROVE has re-engineered mystery shopping with its gamified solution! It’s up to the employees to reveal the mystery shopper. The Hunt focuses on the positive results of an experience and the desired behaviour that an employee demonstrated. Did the mystery shopper have a memorable experience and did he/she receive the best possible service? If so, the mystery shopper will return to the store to put the employee in the spotlight. Who will reveal the most mystery shoppers; who is most up to date on the brand promise and brand values and which store creates the best customer experience?
Mystery Shopper Community
At INPROVE Mystery Shopping, we work with a global network of over 50,000 trained mystery shoppers and callers. This diverse network allows us to match each assignment with the right profile, from business travellers and leisure guests to solo visitors, couples, friends, and families with children.
By carefully selecting auditors based on age, background, travel purpose, lifestyle, and family composition, we ensure that every evaluation reflects a realistic customer or guest scenario. This enables us to capture authentic insights across different customer journeys, whether it concerns a business stay, a leisure visit, a family experience, or a retail interaction.
We believe in rewarding our shoppers and callers for their valuable contributions, providing them with a fee for their work, which keeps them motivated to deliver exceptional insights and performance every time.
A few inprove(d) stories
Frances van de Wiel
Reservations Manager at Okura Hotel
"INPROVE trains and guides our team of reservation agents with their Mystery Call Program resulting in a better guest experience. INPROVE has been instrumental in our success by allowing us to monitor our service and determine where our employees need guidance. Hotel Okura Amsterdam highly recommends INPROVE as a reliable partner."
Jerome Vandermeulen
Founder & CEO at Manhattn's
"The mystery visits helped us understand something internal data can’t fully measure: energy and vibe. They revealed how atmosphere, team dynamics, and guest interactions shape the overall experience in ways that go far beyond operational KPIs."
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Heiko Helder
Director of Sales and Marketing at Amstel Hotel
"Mystery calls provide clear, detailed insights that help us identify concrete opportunities to enhance the guest experience. The structured reports and audio fragments add valuable context and objectivity."
Mark Kersten
Director of Operations at Axivate Horeca
"The mystery visits give us an objective view of how guests experience our locations. They clearly show where we perform strongly and where opportunities lie in service, hospitality, speed, experience and upselling."
Sophie Speelman
Director of Quality at The Social Hub
"With these quarterly Mystery Visits we allow for a thorough review that can give insights on elements that work well or what to be improved. The reports that are created, help the teams to uncover gaps and patterns to ultimately make long-lasting improvements in the guest experience."
Jose Hernandez Bautista
Global Brand Delivery & Operational Innovation Director at Palladium Hotel Group
"The evaluations give us a very detailed picture of each step of the guest journey. Thanks to the reports, we’ve been able to identify small actions that have a big impact. From check-in efficiency to service touchpoints that elevate the overall stay."
Ryan Cumming
Project Manager at the HEINEKEN Company
"The mystery visits have provided us with multiple layers of data, enabling us to track our guest experience in detail. Based on this data, we are able to make better-informed decisions and challenge ourselves to continuously exceed our high standards."
A few inprove(d) stories
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A few inprove(d) stories
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Let's transform customer journeys together.
Thinking of implementing mystery shopping solutions in your business?
Contact us!
