Secret Shopper Audit
We go through your funnel, onboarding, emails, and support exactly as a new customer would, then review the processes and handoffs behind them. You get a clear picture of where customers hit friction and a prioritized plan to fix it. One project, one fee, no ongoing commitment.
Who this is for
Companies that are losing customers somewhere between the sale and the renewal and can’t see where from the inside.
- Retention isn’t where it should be and nobody can point to the exact cause
- You want an outside read on the customer experience before you hire or restructure
- You’d rather fix what’s broken than add headcount to work around it
- You want a clear plan your existing team can act on, not a monthly engagement
What's included
- A real purchase and a real customer journey, from first click to follow-up
- Recorded walkthrough of the full experience, narrated as we go
- Written summary of where a new customer gets confused, stalls, or gives up
- Internal review of your tools, handoffs, and support workflows
- Prioritized action plan, ordered by impact and effort, that you can start on right away
- Debrief call to walk your team through the findings
How the audit works
Discovery Call
We map your customer journey and agree on what to test: the offer, the onboarding, the channels, and what a good outcome looks like.
We Shop
We buy, sign up, and onboard as a new customer. We email support, use the product, and follow every handoff, recording as we go.
We Look Inside
With the customer’s view in hand, we review the processes, tools, and handoffs behind it to find where the friction actually starts.
You Get The Plan
A recorded walkthrough, a written summary, and a prioritized action plan. We talk it through on a call, and your team can start the same week.
An audit or a hire?
Choose the Secret Shopper Audit if
- You have a team in place and need to know what to fix first
- You want an outside view of the customer experience before you invest further
- You want a fixed-scope project, not a monthly commitment
Choose Outsourcing or Direct Placement if
- Nobody owns the customer relationship after the sale
- You already know the gaps and need someone to own closing them
- You’re ready to add a dedicated customer success professional
What our happy clients say
“Alex acted like a secret shopper, evaluating our onboarding process, coaches, and CSMs from a customer’s perspective, and surfaced small but important mistakes that could have hurt client retention. We expect it to drive multiple six figures in added lifetime value. Worth every penny.”
Shane Hummus
CEO, Content Growth Engine
“This audit is far beyond what I was expecting to receive. I don’t know how we missed these. How are you not charging 4X for this level of insight?”
Aric Boyles
Founder, QR-Codes.com
See your business the way your customers do
Tell us what you sell and where you think customers drop off. We’ll confirm scope, timeline, and the fee on a 30-minute call.
