We become your customer and find what's costing you sales.
Dashboards show you where people drop off. They almost never tell you why. So we walk through your funnels and sales channels in person, as a buyer or a seller, and bring back evidence of every point of friction, plus a ranked list of what to fix.
Numbers tell you where. People tell you why.
You can stare at a funnel chart for a week and still not know what made someone leave. We sit inside the experience instead, making the calls, filling the carts and waiting for the replies, and we notice the small frictions that quietly add up to lost sales. The result isn't a hunch. It's evidence you can act on.
One method, two vantage points.
We can run either side independently, or both, comparing the experience you think you deliver against the one customers actually get.
Mystery Buyer
We become your customer. We discover you the way a real buyer would, move through every step of the buying flow, complete (or abandon) the purchase, and trigger your support and follow up. We record exactly where the path is unclear, slow, distrustful or broken, online and offline.
Mystery Seller
We step into your sales side. Posing as your team across each channel (chat, phone, marketplace, in store, partner network), we measure how consistently your offer is presented, how leads are handled, and which channels actually close. The result: a clear read on channel effectiveness.
Every link in the chain between intent and purchase.
Discovery & entry
How easy you are to find and how the first impression lands across each channel.
The buying flow
Step by step friction through browse, configure, cart and checkout, or the offline equivalent.
Trust & clarity
Pricing transparency, reassurance, and the moments where doubt creeps in.
Response & service
Speed and quality of replies, handoffs between channels, and how questions are handled.
Channel effectiveness
Which routes to purchase actually convert, and which quietly lose people.
After purchase
Confirmation, delivery, onboarding and follow up, where loyalty is won or lost.
From scope to ranked fixes.
Scope & scenarios
We agree the channels, personas and goals, then script realistic scenarios that mirror how your real customers behave.
Fieldwork
Our researchers run the scenarios as buyer or seller, capturing screenshots, recordings, timings and notes at every step.
Analysis
We map the friction against the funnel, quantify where it hurts most, and benchmark against what good looks like.
Report & roadmap
You get a clear report with evidence and a prioritised list of fixes, ranked by likely impact on conversion.
The deliverable
- Friction map across the full journey, step by step
- Evidence pack: screenshots, recordings, timings
- Channel scorecard with comparative results
- Prioritised fixes ranked by conversion impact
- Readout session with your team
Good fits for a study
Mystery Buyer pairs naturally with a UX audit: research first, redesign second, so the changes you ship are aimed at the leaks that actually cost you money.
Find out what your funnel really feels like.
Pricing depends on scope and the cost of running the fieldwork. Tell us your channels and goals and we'll put together a tailored quote.
Request a quote →