FORGE™ / Service
Mystery shopping & experience benchmarking
Evaluate agreed online or in-person customer experiences using a consistent observation plan.
Custom scope · Proposal before commitment
What this helps you do.
Select the features that support your decision. Your proposal confirms what is included.
Scenario design
Make visits comparable against a defined customer task.
Touchpoint observations
Document service and purchase friction within the approved scope.
Improvement priorities
Turn observations into specific experience changes.
What to bring.
Locations or websites, scenarios, budget for approved purchases and permissions or restrictions.
Agree the scope before the work.
The proposal defines the research question, audience, geography, methods, sample, recruitment, incentives, analysis, deliverables, timing and fees. Fieldwork starts only after feasibility and the study plan are agreed.
Participant information, recording permissions, data access, retention and reporting boundaries are agreed before collection. Use only authorized data; do not send participant lists or sensitive records through the general inquiry form.
Findings are limited by the sources, methods and sample. Forecasts are scenarios, not guarantees; no guaranteed revenue, sample availability or statistical accuracy is implied.