Video Mystery Shopping


World’s First Video Mystery Shopping Program

100% Reliable, Objective, and Actionable Data

Reality Based Group founded video mystery shopping 23 years ago in order to provide companies a way to monitor their customers’ experience from their unique point of view. Over time, we have only gotten better at it and provide the most in-depth perspective on how to improve your customer service with GameFilm®. 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 any better way to grade your employees’ performance than to watch it through the eyes of your customers? 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 unique scorecard based on your customer experience objectives. This scorecard serves as the baseline for what’s measured throughout the organization and on every recording you receive. GameFilm® videos are available 24/7 and from any location through online streaming, as well as supported by full reporting capabilities from your Reality Based Group online dashboard. With GameFilm®, you are now able to watch your employees’ interactions from your customers’ point of view. With these insights, you can make the necessary adjustments to improve where your customer service can be improved. Ultimately, this will allow your business to drive more revenue through your stores.

Video Mystery Shopping Flowchart

The GameFilm® video mystery shopping process is a start-to-finish training program. Our superior video mystery shoppers are highly-trained professionals, not independent contractors, and their goal is to equip you with the highest quality film possible of your customers’ interactions with employees. Along with the mystery shopping video, you will receive customized playbooks on how to consistently coach your team to the film, online access at every level to view your film from any location and at any time of day, as well as reporting statistics to easily measure results. GameFilm® truly is the number one customer experience training tool in the world. To make the process even simpler, your GameFilm® results have been integrated with the same online dashboard as all of your other Reality Based Group products. This allows you to keep your important data in one central location.

Video Secret Shopping Program Benefits

  • 100% Relevant and Actionable Data
    What’s captured on our film is always 100% accurate and our data provides you with direct insight into the customer experience as it unfolds, allowing you to take the necessary action to solve problems and see results quickly.
  • Highest Quality in the Industry for 23 Years
    We founded our program 23 years ago and have continued to tweak and improve our offerings in order to provide you with the best mystery shopper programs for years to come.
  • Customized Scorecard Design 
    Our scorecard is tailored specifically to your customer service objectives so you can focus on making the critical improvements you need to get the results you require.
  • Customized Coaching Playbook
    Every team requires a different approach to coaching and with our personalized playbook you can provide the right coaching in order to make the necessary improvements to improve your customer service.
  • 24/7 Online Access to View Film
    Get access to your team recordings at any time of the day and from any location with your GameFilm dashboard’s online streaming capabilities.
  • Customizable Reporting and Statistics
    Easily measure your team’s results with your personalized dashboard. Get access to the necessary reporting and statistics you need to make critical improvements.
  • Mobile Friendly Executive Dashboard
    Receive the information you need on the go and from any device with your mobile friendly GameFilm dashboard.
  • Results Delivered Alongside all RBG Products
    Easily access your GameFilm results conveniently integrated alongside any of your other Reality Based Group products in your dashboard.
  • Dedicated Account Team
    Get the information and support you require with your very own account team dedicated to your success.

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 and adding our mystery shopper videos, we are able to get immediately to the areas for improvement and begin to apply the necessary optimizations.

It is important to remember that our quality shopper video evaluations are training tools, not a gotcha tool. Our coaching 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 best 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 the focus on customer experience.

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“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

Get the Data You’ve Been Waiting For

Find out why GameFilm is the premier video mystery shopping platform companies choose. Our quality video shopper solutions have been engineered to provide the necessary data to improve your customers’ experience and drive the results you’ve been waiting for. Get in touch with our team at Reality Based Group today and receive the actionable data you need to make the right improvements and start scoring with your customers.

Get In Touch With Us »

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