Mystery Shopping

Mystery Shopping & Retail Auditing

If you are looking to asses and improve your customer experience by benchmarking your company’s customer service against the highest industry standards, look no further than FMI! We pride ourselves in providing invaluable insights from our multi-channel Mystery Shopper service that deliver results in a cost effective and timely manner.

At FMI, we work closely with our client partners to tailor a mystery shopping programme that gives the best possible insight into all the customer touch points. Whether face to face undercover instore mystery shopping in the retail sector, telephonic enquiries into public service or overnight insight in the hospitality sector, we can tailor a programme to suit your needs. FMI work with a mystery shopping panel of 2,000+ shoppers, which allows us to match individual customer profiles to our shopper panel to ensure our clients get the best possible insight at all times.

Our programmes allow for the rewarding of exceptional customer service as well as proactively highlighting areas for improvement. FMI offers a number of different shopping types including:

  • Instore mystery shopping
  • Online ordering & home delivery
  • Email enquiries
  • Telephone enquiries
  • Audio & video recorded mystery shopping

We have vast experience in developing mystery shopping programmes across a number of industries including retail, automotive, consumer electronics, financial services, hospitality, restaurant and utility sectors.

Contact Gavin today at and find out how FMI can deliver a first class, customer focused programme for you!

Clients availing of our mystery shopping services include:

As the Irish retail space continues to change and evolve, suppliers & retailers alike require more and more insight into what is actively taking place at the point of purchase on a regular basis.

FMI are the market leaders in Irish retail auditing and work with the largest retailers and suppliers in the country to deliver a tailored auditing solution that provides up-to-date, actionable insight based on the client partner’s requirements.

Whether delivering weekly category information for an FMCG supplier across multiple retail channels or complete line of sight to a retailer of their entire estate, FMI’s auditing team continuously provide key metrics that our clients can build long term business plans around.

FMI provides each client with bespoke reports which highlight key findings & recommendations based.  This then allows them to action any issues identified and ultimately drive performance in store.

Typical core areas covered within the retail auditing remit include: