Since 1987 Sinclair's mystery shopping (AKA secret shopping, service measurement) programs have played a key role in helping organizations improve and maintain high levels of front-line execution resulting in better service for their customers. Sinclair tailors each mystery shopping program to meet the measurement goals of the client and provide the analysis required to fuel improved unit operations and customer service. Learn More >

On-Site Mystery Shopping

Sinclair's on-site mystery shopping programs assess conditions, behaviors, processes and procedures that customers experience when doing business with your organization. The methods employed in conducting on-site mystery shops can vary greatly depending on corporate goals and objectives. Learn More >

All Reporting Is In One Place

Our on-site mystery shopping delivers real-time information available 24/7 through your NetReports® website in a way your managers can clearly see what was done right and what was not, and they are provided the needed metrics to effect process improvement. Follow-up actions and employee training are made easier with our Action Trigger feature and NR e-CoachTM built into your reporting site.

Video Mystery Shopping

Sinclair's discreet video mystery shopping captures the entire customer experience from start to finish, completely undetected by those being shopped. Our hidden camera captures facial expressions, attitudes and processes that make for an excellent training aid. Many businesses have found it useful to target specific units with video shops, i.e. select high and low performing units, to use as an effective training tool.

Telephone Mystery Shopping

Sinclair's telephone mystery shopping programs assess your organization's telephone skills, which for many businesses offer the first interaction a customer has with the organization. Learn More >

Competitor Mystery Shopping

How do your competitors perform when measured against your performance criteria? Many Sinclair Clients chose to measure their direct competitors at the same or at a lesser frequency than they measure their own stores. Learn More >

  • Operational compliance
  • On-site branding and merchandising
  • Staff appearance, friendliness and engagement
  • Up-selling of products and services
  • Wait and service time
  • Overall quality of service
  • Sales force effectiveness
  • Product availability and placement
  • Cleanliness and general appearance of location both interior and exterior
  • Cleanliness, functionality and stock condition of restrooms
  • Overall on-site customer experience

  • Gain a comprehensive unbiased assessment of your front-line operators
  • Track front-line performance in real-time through your NetReports® web site
  • Improve service through automated management tools in your NetReports® web site
  • Measure the effectiveness of your new company initiatives
  • Identify employee training needs
  • Identify performance trends and opportunity for improvement
  • Validate execution plans that are working
  • Achieve greater revenue and increased customer loyalty
  • Automated action triggers in NetReports® make training and follow-up easier

Being in the service measurement business, we hold ourselves to the same high standards of service that we measure for our clients. If a mystery shop is deemed invalid, we will provide the client with another mystery shop as soon as possible at no additional charge. All expenses must be paid by the client such as reimbursable shopper fees. Contact one of our measurement consultants for more details.

If you'd like to hear more about the services we can provide your company, please call to speak with one of our Measurement Consultants: (800) 600-3871 or email us:

You're In Control With NetReports®

NetReports® is Sinclair's proprietary online reporting system that comes with every Sinclair mystery shopping program.

View all your mystery shopping and customer satisfaction data in your own customized reporting website available 24/7. Learn More >

A Few Features of NetReports®:
  • Action Plan Tracking
  • Ad Hoc Reports
  • Advanced Analytics
  • Automatic Report Updates
  • Color Coded Tracking of Viewed Reports
  • Customizable Dashboards
  • Customizable Skins
  • Executive and Managerial Views
  • GeoMaps
  • Graphical and Tabular Views
  • Multivariate Analysis
  • Performance Ranking Reports
  • Performance Trend Reports
  • Reports Can be Printed and Emailed
  • Social Media Monitoring
  • Text Mining with Sentiment Tracking
  • Triggered Alerts
  • Zoom Function on Graphs

Customized Employee Training

NetReports' e-Coach™ automatically delivers store-level training to locations performing below standards. e-Coach™ delivers alerts through email and/or reports to managers and specific store employees that directs them to customized training modules. Training is online and can be augmented with photos and video. Verification, status reports and tracking is provided to management for follow-up.

Find Hidden Opportunities for Service Improvement

If your service scores have flat-lined or if your customer satisfaction scores are low and your customer service scores are high, this program is for you. Sinclair's proprietary DiMetric® Scoring provides different service measurement information than conventional compliance based mystery shopping programs. DiMetric® scoring also distinguishes between service levels that just meet minimum requirements and those that excel.