Mystery shopper services

// Service Details

Mystery shopper services help businesses evaluate and enhance customer experience

About Service

Mystery shopper services tailored to enhance businesses at all sizes, with detailed information about their actual presence and performance in the market

Service Strategic Value

customer experience insights
customer loyalty and retention
brand consistency and SOP compliance

Improvement in employee performance and customer satisfaction
Identification of service gaps and training needs

// SERVIE DETAILS

Understanding the overarching trends of business and the overall market

Saves you time, money and energy in the long run, and can help you dominate your market

What Is Mystery Shopping in Saudi Arabia?

About Mystery shopper

Mystery shopping in Saudi Arabia is a powerful field research tool that delivers unbiased, real-world insights into customer service quality, brand compliance, and in-store experience across your retail or service network. A trained secret shopper posing as a regular customer visits your Riyadh branch, Jeddah outlet, or Dammam service center to evaluate key touchpoints like staff greeting, product knowledge, wait times, cleanliness, and adherence to Saudi consumer protection standards. The findings are compiled into actionable, data driven reports that help brands enhance performance, enforce consistency, and exceed rising Saudi consumer expectations in line with Vision 2030’s customer experience reforms.

Definition and Role of Mystery Shopping Services in KSA

About Mystery shopper

In the Kingdom, mystery shopping serves as a strategic quality assurance mechanism for multi-location businesses seeking to maintain service excellence across diverse regions from NEOM to Al Khobar. Secret shoppers follow pre-defined scenarios to assess critical metrics such as: employee professionalism, Arabic/English language fluency, product availability, compliance with Saudi Consumer Protection Law, and adherence to health and safety protocols (e.g., SFDA or MOH guidelines). Unlike internal audits, mystery shopping captures the authentic customer journey, providing objective feedback that drives targeted training, reduces service gaps, and strengthens brand reputation in Saudi Arabia’s increasingly experience driven market.

Core Components of Professional Mystery Shopping in Saudi Arabia

About Mystery shopper

Top-tier mystery shopping providers in KSA deliver end-to-end service integrity through:

Custom Script Design: Culturally relevant scenarios aligned with Saudi norms (e.g., gender interaction protocols, Ramadan service hours).
Local Evaluator Recruitment: A vetted network of Arabic-speaking secret shoppers across major cities, trained on brand standards and KSA retail etiquette.
Action Tracking: Follow-up audits to measure how quickly stores implement feedback closing the loop on service recovery.
This rigorous approach ensures data you can trust to make decisions that resonate with Saudi customers.

Flexible Mystery Shopping for Saudi Businesses

About Mystery shopper

To suit varied operational needs, mystery shopping services in KSA offer tailored solutions:

Standard In-Store Visits: Monthly or quarterly evaluations using a fixed scorecard ideal for retail chains like Jarir or fitness centers.
Phone & Online Mystery Shops: Assess customer service quality on Saudi based call centers or e-commerce platforms (e.g., response time, order accuracy, Arabic support).
Crowdsourced Micro Shops: Rapid, low-cost checks across 50+ locations during peak seasons like Ramadan or White Friday perfect for quick compliance scans.
Regulatory Compliance Shops: Specialized audits for healthcare clinics, pharmacies, or food outlets to verify alignment with Saudi Food & Drug Authority (SFDA) or Municipality hygiene rules.

These packages empower brands to monitor, measure, and elevate customer experience at scale across the Kingdom.

Which Companies in Saudi Arabia Need Mystery Shopping?

About Mystery shopper

Mystery shopping is essential for any brand managing multiple customer touchpoints in KSA, including:

Hospitality & Food Service: Restaurant chains (e.g., Al Baik, McDonald’s KSA), luxury hotels in Riyadh and Jeddah, and café franchises.
Retail & Fashion: Multi-branch stores in malls like Riyadh Park or Mall of Arabia requiring consistent visual and service standards.
Financial & Telecom Services: Banks (e.g., Al Rajhi, SABB), STC, Mobily, and Zain service centers where trust and accuracy are critical.
After-Sales & Automotive: Service centers needing to verify technician courtesy, wait times, and transparency in repairs.

As Saudi consumers demand higher service quality under Vision 2030, mystery shopping becomes a non-negotiable tool for brand excellence.

Key Performance Indicators (KPIs) for Mystery Shopping in KSA

About Mystery shopper

To drive real impact, Saudi businesses should track these KPIs:

Average Customer Experience Score: Overall rating across all locations (benchmark against industry standards in KSA).
Compliance Rate with Brand Standards: % of outlets meeting mandatory service or safety protocols (e.g., uniform, greeting script, hygiene).
Response & Correction Time: Average days taken by branches to act on feedback critical for fast-improving sectors like quick-service restaurants.
Leading providers deliver monthly performance benchmarks against competitors in the Saudi market, enabling strategic, data-led CX transformation.

why choose us

Why you should choose chessboard

We’re a sales agency that specializes in promoting sales by different ways to ensure the best customer experience while using the most advanced soft and hard selling tactics to enhance the quality of your relationship with your prospects and help you achieving your company’s aimed goals

Projects delivered

Within +10 year, we successfully completed over 100 individual projects worldwide.

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Client satisfaction

We put our customers at the center of everything we do, ensuring a smooth, reliable, and satisfying experience.

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Qualified employees

Not only is our team full of professionals – we’re success partners too.

Key industries

We have specialist experience in a handful of industries.

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