Customer Experience Agency

Who We Are
What We Do

For more than 25 years, we’ve been customer experience fanatics who have partnered with brands that are so passionate about the customer experience that they feel compelled to understand and highlight the friction points that erode their brand loyalty and profitability.

Our unique perspective and the first-party customer experience data we collect allows us to operate at the cross section of human intelligence and data driven insights. We value authenticity and the voice of the customer, which allows us to provide detailed stories and tangible advice on how to improve your customer experience in a way that will also feel authentic to your customers.

We help you authentically connect with your customers to better understand and improve their experience with your brand.

We engage with your audience through mystery shopping or customer feedback surveys that gather meaningful data and insights, identifying the issues or opportunities that make the biggest impact on your customer experience.

We challenge brands to learn firsthand about customer experiences and enable one-to-one communication.

We analyze the customer journey, finding easy-to-implement or high-impact changes, and strategizing how to drive ROI in the following ways:

Diving deep into customer-centric data
Staying ahead of trends with competitive market intelligence
Improving social media brand reputation
Increasing sales through measured engagement
Replacing standard surveys with detailed feedback

Why Our Research is Unique

You can mix and match our variety of customer engagement and mystery shopping solutions to meet your unique needs:

Our robust QA program allows us to deliver high-quality and unique results through timely data and customer feedback. This helps you stay focused on creating a consistent, quality customer experience at each and every interaction while we take the wheel on the backend to ensure they’re receiving the intel needed to make positive strategic decisions that serve the best interest of the customer.

We come alongside our clients, offering them 24/7 access to their metrics through our proprietary dashboard and innovative reporting technologies. We provide ongoing support to your teams, helping you understand the available data and suggesting actionable next steps that align with your business goals.

Hear What Our Clients Are Saying

Utilizing A Closer Look has brought our service to the next level! We constantly engage in discussions & enhancements with the team to ensure we stay at the top of our game. Floor & Decor would recommend them to any business looking to gauge service levels and get some real insights into their operations.

What Makes Us Different

It’s no surprise that we’re MSPA Americas’ Most Decorated Customer Experience and Mystery Shopping Provider. Here’s what makes us the ultimate customer experience fanatics:

We don’t just give you the numbers — we use them to tell a story that improves your operational performance.

Identifying trends in your customer feedback is easy thanks to periodic Executive Summary Reports that are custom-made for your business. Use our insights to guide your strategy, or take advantage of the data exporting feature to dig deeper into the raw data.

Our cloud-based Online Dashboard and Reporting Site is the easiest way to review all your historical data, on-demand. The secure, intuitive and detailed platform allows you to measure operational performance and set goals to improve your customer satisfaction scores.

We like to think of mystery shopping as a bit like dating — the first part of a good experience is finding the right match.

That’s why we never compromise on the quality of our mystery shoppers: to start, each one has been trained that they’re required to provide complete, accurate and detailed information.

We also take the time to carefully match each mystery shopper to the right assignments by qualifying them based on our clients’ criteria for acceptance and providing detailed instructions for each and every shop.

Awards

We’re not just the top choice for businesses who are fanatic about their customer experience; we’re also routinely recognized by MSPA Americas as mystery shoppers’ favorite company with whom to shop! Check out our latest awards below: