TCI is the partner of choice for retailers who want eyes on the ground and insights that move the needle. Backed by 100,000+ evaluations annually, we provide unmatched scale, speed, and precision to help leading brands raise performance across every store.
Mystery Shoppers
Gain first-hand feedback into your front lines
There are some aspects of sales that numbers alone can’t capture. Like how welcoming your sales reps are when greeting a customer. How confidently they resolve an issue. How effectively they represent your brand in those everyday interactions that shape customer loyalty. The only way to truly measure these things is to experience your business the same way a shopper would. That’s where T-ROC mystery shoppers come in.
Through The Consumer Insight (TCI), a division of T-ROC, we deliver flexible, on-demand field support powered by a nationwide network of trained specialists. Our expert evaluators step into the customer’s shoes to assess service quality, compliance, and overall brand representation—providing insights you can’t get from dashboards alone.
But our reach doesn’t stop there. TCI’s specialists also execute audits, merchandising, customer engagement, and reporting across 125,000+ locations nationwide—spanning retail, restaurants, healthcare, and more. With real-time visibility and actionable feedback, brands gain the clarity and confidence to make smarter decisions, strengthen customer relationships, and improve performance where it matters most: on the sales floor.
Part customer. Part sleuth. Part reality check.
With decades of retail field execution across thousands of locations, The Consumer Insight (TCI)—a division of T-ROC—delivers end-to-end services designed to drive sales, enhance customer experiences, and strengthen brand performance. Our approach blends people, process, and technology into solutions tailored to your business goals and tested in the most demanding environments.
One of the most effective tools we deploy is mystery shopping. These highly trained professionals visit your locations as everyday customers. What they’re really doing, though, is gathering intelligence on the details you can’t always see—service levels, operational efficiency, brand compliance, and customer behaviors. The result is an unfiltered view of your business from the shopper’s perspective, giving you the insights needed to take action and improve performance where it counts.
Remote Interactions
Mystery shoppers contact call centers, online support centers, and customer service departments via phone or digital communications and report back on their experiences.
In-Person Interactions
Mystery shoppers visit stores or showrooms to provide detailed and personal accounts of their service and shopping experiences, including staff performance, store appearance, and standards compliance.
The Real Scoop
Mystery Shoppers make it possible to know what it’s like to be one of your customers. There’s no substitute for real engagement and our trained professionals never blow their covers. You learn the good and the bad without any window dressing.
Best In The Business
T-ROC mystery shoppers undergo extensive training into your specific brand, stores and customers. They learn how to engage, how to catalog and remember every detail, and how to direct interactions into areas that reveal the insights you want to know.
Additional Insights
Our professionals are keen observers and can provide striking detail into how other shoppers are experiencing your brand, including whether or not displays are stopping people in their tracks, and whether or not staff is proactively assisting other customers.
Proven In Our Stores First.
We’re not just consultants. T-ROC owns and operates hundreds of electronics and wireless stores. How do we gain first-hand insight into our own sales and operations? You guessed it; we call in T-ROC mystery shoppers. Because they don’t come any better.
Omnichannel Mystery Shops
Evaluate in-store, phone, and digital experiences for consistency, quality, and service delivery.
Regional or National Deployment
Scale fast with flexible targeting across markets, channels, or even individual store sets.
KPI-Based Scorecards
Align every visit with your customer experience and compliance metrics so results drive real action
Post-Shop Shopper Feedback
Collect open-ended feedback to uncover friction points and elevate standout interactions
Roleplay & Scenario Testing
Deploy scripted visits to test associate behavior, product knowledge, or resolution handling.
Real-Time Reporting Dashboards
Access detailed shop results, trends, and summaries through dynamic, mobile-friendly dashboards.
Brand Compliance Audits
Verify planogram adherence, signage, pricing, and overall store readiness complete with photo capture.
Action-Driven Remediation
Enable targeted coaching, store resets, or follow-up visits based on real field insight.
Receive detailed reports
Our mystery shoppers are trained to remember every detail and quickly create reports so vital information is never lost.