Video Mystery Shopping

Video Mystery Shopping

World’s First Video Mystery Shopping Program

100% Reliable, Objective, and Actionable Data

We founded video mystery shopping 23 years ago and we have only gotten better at it since. Featured on media outlets such as The New York Times and Good Morning America, the debut of GameFilm represented a true milestone in mystery shopping and customer experience history. It changed the “game,” so-to-speak, and it continues to do so today.

Just as high-level athletes use game film to improve their performance, your customer service can benefit from a similar approach. Because seriously, is there a better way to grade your employees’ performance than to watch it yourself? We certainly don’t think so, and that’s why we offer GameFilm, the original video mystery shopping program.

Watch the action unfold.

Working with your team, Reality Based Group will create a scorecard based on your customer experience objectives. This scorecard serves as the baseline for what’s measured on every film and throughout the organization. GameFilm videos are available through streaming, and supported by full reporting capabilities from your online dashboard. See how your employees improve over time, and make adjustments that drive revenue.


The GameFilm video mystery shopping process is a start-to-finish training program. Our video mystery shoppers are highly-trained professionals, not independent contractors, and their goal is to equip you with the highest quality film possible. Along with the film, you will receive customized playbooks on how to consistently coach to the film, online access at every level to view your film, and reporting statistics to measure results. It truly is the number one customer experience training tool in the world. Results are delivered on the same online dashboard as your other Reality Based products.

Video Secret Shopping Program Benefits

  • 100% Relevant and Actionable Data
  • Highest Quality in the Industry for 23 Years
  • Customized Scorecard Design 
  • Customized Coaching Playbook
  • 24/7 Online Access to View Film
  • Customizable Reporting and Statistics
  • Mobile Friendly Executive Dashboard
  • Results Delivered Alongside all RBG Products
  • Dedicated Account Team

Why use film?

We are a society that is visually dominant. Seeing is believing. When we are able to review our opportunities for improvement in a reality-based format, there is much more ownership of the improvement by the individuals involved. By removing the he-said, she-said from our evaluations, we are able to get immediately to the areas for improvement and begin to apply optimizations.

It is important to remember that our video evaluations are training tools, not a gotcha tool. Our mindset should be akin to those of professional athletes – That is, throughout our careers, we can get better and adjust our game continuously to improve.

Results speak louder than words.

We could go on and on about the benefits of a training program like GameFilm, but at this point, it might be best to let the results do the talking. Check out our case studies to learn how the most video mystery shopping program on the planet has helped companies just like yours grow by thousands—and in some cases, millions—of dollars by putting focus on customer experience.


“After 3 months of running the GameFilm program, we began to see an increase in our quality of service being provided as well as an increase in revenue production. As our company grows, using a quality assurance program like GameFilm will be critical in order to hit our goals. As far as the service committed they have exceeded my expectations.”

Chad Benedict
National Director of Sales
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