From the first phone call to the final checkout, we evaluate the experiences that shape your brand — and report them in a way you can act on.
Gather firsthand, authentic insight at your locations. Our shoppers evaluate staff interactions, brand compliance, merchandising, cleanliness, competitors, and the complete in-store journey.
The way your team answers the phone forms a customer's first — and often lasting — impression. We measure tone, accuracy, wait times, and whether the call moves the customer forward.
Your digital presence is interconnected with customer satisfaction. We assess web journeys, live chat, email responsiveness, and the full buy-online-pickup-in-store experience.
We translate observations into objective, quantifiable, actionable intelligence — surfaced inside Lumen with trend reports, day-of-week summaries, averages by location, scoring by section, and response frequency.
Tell us your goals and we'll tailor onsite, phone, online, and analytics into one plan.