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Bharat Surveyभारत सर्वे
किराना दुकान की शेल्फ़ के सामने फोन से रिटेल ऑडिट करता ऑडिटर
Services · Customer experience audits

Scenario-based visits and calls that show what customers actually experience

Bharat Survey is a mystery shopping company in India for banks, insurers, auto dealers, retail chains, QSRs and pharmacies that want to see service through a customer's eyes. Trained shoppers follow a written scenario, record what happened in our offline app straight after the visit, and every report carries the outlet's GPS check, visit time and duration. Head office gets outlet scores, region comparisons and the verbatim notes behind each score.

Brief us on your outlets Retail audit services
  • Scenario scripts written with your process owners
  • Visit evidence: GPS, time and duration
  • Outlet, region and staff-role scorecards
  • Hindi and regional-language shoppers
Mystery shopping company in India
Retail audit · Wave 3 · 1,200 outletsUpdated 12s ago · sample
3,000
Target outlets
2,184
Visited
1,962
Audited
1,871
Accepted
Daily accepted auditsLast 12 days
Quality
Accepted1871
In review64
Outside area19
Weak signal8
Top gaps · by territory
Out of stock62%
Planogram48%
Price label31%
Visibility24%
Walk-in visitsCall auditsKYC compliance checksDealer experienceQSR service speedCross-sell behaviourOutlet scorecardsRegional languages
Sectors

Each sector has its own risks. The scenario and checklist change; the evidence standard does not.

Banks and NBFCs

Account opening, loans, grievances
Bank branch mystery shopping checks greeting, product explanation, fee disclosure, document asks and grievance handling against your service standards.
Compliance scenarios

Mystery audit services go beyond courtesy scores. They test whether frontline staff follow the process your compliance team signed off.

BFSI

KYC process compliance audit mystery shopper

A shopper posing as a new customer notes which KYC documents are asked for, whether originals are verified, and whether staff offer shortcuts that breach policy.
Insurance

Insurance branch mystery audit

Checks benefit illustration, exclusions disclosure, free-look period mention and whether a product is pushed without a needs discussion.
Sales process

Consultative selling mystery shopping

Scores whether staff ask about needs before recommending, compare options honestly and avoid pressure tactics.
Food service

QSR mystery audit

Order-to-serve time, temperature and presentation, staff hygiene and billing accuracy, with time-stamped observations.
Healthcare

Pharmacy clinic mystery shopping India

Pharmacy clinic mystery shopping in India covers prescription checks for scheduled drugs, advice quality and billing, carried out without buying restricted medicines.
Pricing

Discount and offer adherence

Whether advertised offers are honoured and unauthorised discounts are not given at the counter.

Our view on mystery shopping

Method

What separates a mystery audit agency in India that clients renew from one they drop is consistency: the same scenario, the same scoring rules, every outlet.

  1. 01

    Write scenarios with process owners

    We draft scripts with your CX and compliance teams, including what the shopper must and must not say, and a scoring guide with examples.
    Setup
    Write scenarios with process owners
  2. 02

    Match shoppers to the customer profile

    Age, language and apparent budget matched to the scenario, and no shopper visits an outlet where they could be recognised.
    Setup
    Gram Panchayat Barauli
    Shift
    Location will be shared
    Only during your shift, with your supervisor. Stops at ‘End shift’.
    Arrival check
    26.8467 N · 80.9462 E · ±12 m
    Approximately in area
    Start shift
  3. 03

    Visit and record immediately

    Shoppers fill the form in the app right after leaving, with visit time, duration and GPS captured automatically. Photos only where lawful and agreed.
    Field
    Survey 3/6 · AmenitiesOffline
    How is drinking water in your area?
    • Comes regularly
    • Comes sometimes
    • Rarely / never
    • Don't know
    ✓ Section saved on phone · autosave
    BackNext
  4. 04

    Quality review of every report

    Reviewers check that answers match the timeline and notes; reports with gaps are clarified with the shopper within 24 hours.
    QA
    Location evidence
    Survey #BS-0412
    • In areaInside approx. boundary
    • Accuracy±12 m
    • Time09:42 · fresh fix
    • Mock GPSNot detected
    • Interview length11 min
    Added to accepted count
  5. 05

    Scorecards and action lists

    Outlet and region scores, question-level failure rates and verbatim comments, sent to the teams that can fix them.
    Reporting
    Retail audit · Wave 3 · 1,200 outletsUpdated 12s ago · sample
    3,000
    Target outlets
    2,184
    Visited
    1,962
    Audited
    1,871
    Accepted
    Daily accepted auditsLast 12 days
Automotive

Car and two-wheeler dealer journeys are long. We split them into touchpoints so each can be scored and fixed separately.

Phone and online enquiry response

Time to first response, accuracy of price and variant information, and whether a showroom visit or test drive is offered.
  • Response time
  • Information accuracy
  • Appointment offer
Hello, Ram Kumar
Today's work
Shift on
Assignment
Gram Panchayat Barauli
Target 40 homes14 done15 done16 done17 done
Shift
On · 2:14 h
Sync
6 phone · 8 server
Today's homes
  • Home 15 · RamlalDone
  • Home 16 · SunitaDone
  • Home 17 · LockedRevisit
  • Home 18 · MohanFilling…
✓ #BS-0413 synced to server
Start new survey
Budgeting

We don't publish rate cards because the cost per visit varies widely with the scenario. These are the factors that move it.

Factors that change the cost of a mystery shopping programme in India
Cost driverLower costHigher cost
Scenario lengthShort walk-in, under 15 minutesMulti-stage journey with follow-up calls
Purchase requiredNo purchasePurchase plus refund or return test
Outlet spreadMetro clustersTier 3 towns and remote branches
Shopper profileGeneral adultSpecific profile, language or vehicle ownership
EvidenceForm and GPSAudio where lawful, receipts, repeat visits
ReportingStandard scorecardCustom dashboards and staff-level coaching notes

Pricing is on quotation. Send outlet list and scenario for an itemised estimate.

Combined programmes

Brands often run mystery shopping and retail audits in the same outlets: one measures behaviour, the other measures shelf, stock and visibility. Combining them means one visit plan, one outlet master and one dashboard, which cuts duplicated travel and makes it easier to see whether poor visibility and poor service show up in the same stores.

We keep the two instruments separate so a shopper never breaks cover by counting facings, and auditors visit openly on a different day.

Ethics and consent

We don't record audio or video where it is unlawful or unagreed, don't use real customer identities or documents, and don't design scenarios that push staff into wrongdoing. Findings are for process improvement; any staff-level action is the client's decision under its own HR policy.

Report pack

  • Outlet scorecards
  • Question-level failure rates
  • Region and cluster comparison
  • Verbatim notes
  • Visit time, duration and GPS log
  • Trend vs previous wave

Not the right fit if

  • Disciplining a named employee on a single visit
  • Scenarios that need forged documents or false identities
  • Covert recording where the law or your policy forbids it
  • Measuring customer satisfaction at scale — use a customer survey

A good fit if

  • Testing whether a process is followed at the counter
  • Comparing outlets and regions on the same scenario
  • Checking compliance steps such as KYC and disclosures
  • Tracking change after training waves

Corporate research solutions

Consumer, retail and brand research with field teams.

Learn more

Consumer research

Surveys on usage, attitudes and purchase behaviour.

Learn more

Rural market research

Field research beyond metros and tier 1 cities.

Learn more

Brand tracking

Awareness and consideration measured wave on wave.

Learn more

IVR survey

Automated phone surveys for quick feedback.

Learn more
FAQ

Straight answers to the questions people ask most about this topic.

How do you make sure a mystery shopper actually visited the outlet?

The app records the GPS location, time and duration of the visit form, and reviewers compare them with the outlet's coordinates and opening hours. Where a purchase is part of the scenario, the receipt is attached. Reports that don't match are rejected and re-shopped.

Can staff recognise your shoppers?

We avoid sending the same shopper to an outlet repeatedly, match profiles to the typical customer and don't use shoppers with any link to the brand or outlet. Scenarios are varied between waves so they don't become predictable.

How many visits per outlet are enough?

A single visit gives a snapshot, not a stable score. Many programmes use two to four visits per outlet per wave at different times of day. If you need outlet-level rankings, more visits are needed than for a regional average.

Do you do telephone mystery shopping?

Yes. Call-based scenarios test enquiry handling, callback times and information accuracy. Calls are placed by trained shoppers; we don't offer an automated dialler product.

Sources: MSPA — Mystery Shopping Professionals Association code of ethics · RBI Master Direction — Know Your Customer

शाम के समय कस्बे का हवाई दृश्य
India Nationwide, Hindi-first

Share the outlet list, the journey you want tested and your service standards. We will send scenarios, a sampling plan and an itemised quote.

Request a mystery shopping plan See pricing