Shopper Login
|Call Us - (800) 462-8765|Call Us - (818) 337-1272
Mystery Shopping & Mystery Shopper Services
background: 1.5 sec jaw-tooth: 1.5 sec tiles-sliding: 15 secFacts That MatterEmpowering Businesses Across a Wide-Range of IndustriesWe Help Our Clients Elevate The Guest Experience.Understand and Improve Your Market PositionTrusted Market Research and Mystery Shopping Solutions for More Than 40 Years For dining to hospitality, manufacturing to retail, technology to healthcare, and more, our expertise spans diverse corporate sectors enabling us to deliver impactful strategies that drive growth, streamline operations, and improve your bottom line. DSG combines innovative technologies and personalized service strategies that improve consumer engagement, enhances customer satisfaction, and boosts loyalty through unforgettable guest experiences. Through comprehensive market analysis, competitive benchmarking, and strategic insights, DSG provides the clarity you need to identify growth opportunities and outpace your competition.
DSG : THE REAL DEAL
In today’s competitive environment, most businesses and organizations target ways to assure and enhance both the
value they deliver to customers and the value they receive through various business relationships. Successful businesses
are finding the answers they need to provide a great customer experience with reliable market research.
Our clients are experts in their own businesses, so we provide them with the information they need, gathered
in a way they trust and presented clearly. We concentrate on matching client needs with independent contractor
capabilities to collect and report quality data instead of diluting our focus or inflating our costs with services
our clients don’t want or need.
Headquartered in Van Nuys, California, USA, DSG is a leader in market research, offering all types of
mystery shopping services, intercept interviews and specialty field services for a broad range of consumer businesses,
manufacturers, agencies, and associations in the USA, Canada and Puerto Rico.
Mystery Shopping
Evaluate real customer experiences through customized mystery shopping programs tailored to your business goals.
Intercept Interviews
Gather immediate customer feedback at the point of experience through professionally managed intercept interview programs.
Surveys
Collect meaningful customer insights through flexible survey solutions designed around your objectives.
Customized Research Programs
Every organization is different. That's why DSG develops customized research solutions tailored to your industry, objectives, and reporting requirements.
Internal Audits
Monitor operational performance and verify that company policies, procedures, and standards are being followed across your organization.
External Audits
Measure how your business performs from the customer's perspective while protecting your brand and maintaining compliance across every location.
Why Businesses Choose DSG
Profit
Increase sales, reduce operational costs, and create exceptional customer experiences through accurate, actionable market research.
Effectiveness
Identify opportunities, improve employee performance, and prioritize management and training efforts with meaningful customer insights.
Compliance
Protect your brand reputation and ensure operational consistency through comprehensive mystery shopping and compliance programs.
Knowledge, Experience and Resources at Your Service
Headquartered in Van Nuys, California, DSG has become a trusted leader in market research throughout the United States, Canada, and Puerto Rico.
0
Shoppers Worldwide
0
Evaluations to Date
0
Clients Served
0
+ Years in Business
DSG AssociatesLeadership
The DSG AssociatesLeadership Team brings decades of combined experience with a passion for innovation, excellence and an overall
commitment to fostering collaborative cultures that bring diverse perspectives and expertise ensuring sustainable
growth for our clients. Click Here and Meet the DSG AssociatesTeam.
What Drives UsOur MissionAt DSG Associates, our mission is to help organizations make confident business decisions through accurate, objective, and actionable customer experience research. For more than four decades, we have partnered with businesses across diverse industries, delivering dependable mystery shopping, auditing, and field research services that reveal what customers actually experience. By combining experienced evaluators, customized programs, and clear reporting, we provide the insights our clients need to strengthen performance, improve service quality, protect their brands, and build lasting customer relationships.
What Drives UsOur VisionOur vision is to be the most trusted partner for customer experience intelligence, recognized for our integrity, innovation, and commitment to delivering meaningful results. We strive to continually evolve our research methods and technology while maintaining the personalized service that has defined DSG Associates since 1981. As businesses adapt to changing customer expectations, we remain dedicated to providing reliable insights that help organizations improve operations, enhance customer satisfaction, and achieve long-term success.
Learn More About DSG
Trusted By Brands
Cornerstone Education Group has only been a client of DSG Associatesfor a few months. In that short period of time they
have helped us uncover opportunities in our training process as well as giving us direct customer insight,
rather than assuming the customer’s perspective. Jennifer, the account manager for our project, is
very knowledgeable and more than willing to help. I greatly value the partnership we have developed with
MSS.Josh BrittonCornerstone Education Group
Carolina Bank can't fix a problem, if we don't know one exists. Mystery Shopper Services help us know what
we don't know. We want our employees to explain mobile banking benefits, how to utilize the features effectively,
and generally walk them through the process. We use Mystery Shopper Services data to coach to that type of
service.Phil SizemoreSenior Vice PresidentCarolina Bank
We’ve been utilizing Mystery Shopper Services for a number of years and have them to be a great partner.
The feedback has been valuable in providing genuine feedback on our Call Center and Consultation experience.
When we do have questions, the team at Mystery Shopper Services is quick to respond.MelissaHair Club for Men and Women
It was a pleasure having Mystery Shopper Services organize our mystery shops. We learned a lot from the mystery
shops and they were responsive to any questions that we had through out the process. I plan on doing mystery
shops regularly with Mystery Shopper Services. This was our first time doing anything like this and it is
a valuable tool for training and growth. Thank you!Shana del CastilloGrowing Room Child Development
Utilizing a mystery shop program has allowed us to measure successes and offer detailed feedback on how to
improve our skills. The staff at Mystery Shopper Services is also top notch. I am consistently impressed
by their proactive communication, quick responses, and attention to detail. Thank you!Jami SpearsTraining and Improvement SpecialistWilco
The team at Mystery Shopper Services has completely updated our mystery shopping services. The online portal
makes it easy for our entire team to view the responses real time. The DSG Associatesteam is extremely helpful in making
any changes to the criteria for the shops. The cherry on top is the ease of coordinating the shops. From
start to finish, Mystery Shopper Services make it easy and better yet, the information is useful.Jessica RabeBoot Hill Casino
I want to thank Mystery Shopper Services for the wonderful job they have provided. With the accountability
of staff and training tool, we have been able to take our social media reviews to a new level of success.
Thanks again, keep up the good work.Kevin LawlessOwnerHungry Hunter Steakhouse
When Accountability Information Management, www.a-i-m.com,
a unique research company, was challenged by one of their clients with finding people who purchased a certain
product, they realized quickly that there was no one in the two-step distribution business that would provide
them or sell them a list of these buyers. “Nor could you send in people to interview consumers in their
homes where this product was installed, even if you could find them,” said Jim Nowakowski, President
of AIM “Yet, we knew of secret shopper companies, so we hatched out an alternative strategy: tap the
secret shoppers themselves for our research. In other words, we would ‘shop the shoppers.’”
Nowakowski explains that Mystery Shopper Services was the only one of the three shopper companies they vetted
that took them up on that strategy (Nowakowski says the others wouldn’t even consider it). It turned
out to be the best experience he could have imagined for his client’s project. Nowakowski, working
with Carl Phillips, the VP of Sales and Marketing at Mystery Shopper Services, put together a very unique
approach that tapped the shoppers in the company’s wide shopper audience who owned AIM’s client
product. “Not only did the results exceed our expectations,” Nowakowski said after conducting
almost 60 interviews with Carl’s shoppers. “When the client changed the scope after the first
few interviews, Mystery Shopper Services didn’t skip a beat. They created a painless experience for
us to satisfy our client’s needs. That’s why for flexibility in the age of COVID-19, Mystery
Shopper Services would be the one to tap not only for gaining knowledge about products and behaviors in traditional
secret shopper mode, but also in hatching unique strategies that help you arrive at the truth around human
behavior and products.”Jim NowakowskPresidentAccountability Information Management/cell-heading>
Our goal is to find a way into the heart of every visitor. Mystery Shopper Services is a great bad experience
prevention tool. I want to prevent bad experiences for our guests. We have a large staff made up of guides,
drivers, receptionists, and more. The training for our employees is extensive. The sharing of Mystery Shopper
Service’s information and how we incorporate mystery shopping into operations is part of our new hire
orientation. It helps them understand our standards and how we evaluate employees. Service is number one
for us, which is why we use mystery shop our staff.Jamie MillerAttractions GMFair Oaks Farms
Mystery Shopper Services secret shops have been invaluable to training our buyers," notes Farmer. "We conduct
at least two shops per month, and it's well worth the cost. It keeps my employees on their toes, and the
feedback makes for excellent training resources.Grady FarmerPlato’s Closet
Mystery Shopper Services is a great way to get an unbiased outside observers opinion of our store and associates.
I greatly appreciate the service I receive from my account manager as well. If I ever have a question regarding
a shop, she is quick to respond and dig in for more information.Angie RidderGeneral ManagerStar Flooring
I have worked with numerous secret shopping companies, but none compare in their wisdom or expertise. Consistent,
transparent, and precise. Mystery Shopper Services has truly provided feedback that is useful, timely, and
helpful in improving the food and service we deliver every shift.Lee SchulmanProprietorOld Vinings Inn
Charles has a tremendous talent for delivering a captivating presentation in an easy-to-follow manner. The
audience feels as if they are listening to a trusted friend, who they have known for a very long time, slide
them fascinating and beneficial information during his time on the platform. Charles' sincerity in sharing
his unique experiences in order to help others shines as he weaves together insightful anecdotes and actionable
takeaways. He is an extraordinarily fulfilling speaker.Rich BradleyChief Operating OfficerATH Power Consulting
You and your team have been first rate. Professional, business savvy, results oriented, efficient, and collaborative.
Your national scale and experience defining and running shopper campaigns was critical to success here –
especial under the time constraints. Further results reporting was clear and easy to access from your site.Harry MagazuAlixPartners
The mystery shops you provide have really helped us pinpoint some of our strengths and weaknesses, and given
us the opportunity to continually improve our operation. Thank you for the insight you provide!David KrauseSenior Manager, Museum ServicesIntrepid Sea, Air & Space Museum Complex
Mystery Shopper Services help with our on-going customer service training for a group of employees that play
a critical role in delivering a great experience, whether the team is winning or losing.Travis RobertsGuest Experience ManagerAngels baseball
It was our great pleasure to have Charles Stiles at our biggest event, with our top customers. This event is
our way of showing our appreciation to our customers, and we could not have asked for a better keynote speaker.
Charles truly delivered a keynote presentation on “Managing the Customer Experience". Charles' experience
as a business owner, founder and President of Mystery Shopper Services, a national mystery shopper company,
makes him an expert at educating us on how to sustain a service culture, and create an awesome customer experience
that will keep your customers returning. Using humor, life experiences and facts obtained through his business
experiences, he created an engaging and informative presentation that our customers loved. His interaction
with our customers after his talk only solidified the true customer experience. You can't go wrong engaging
Charles in your event.Valorie CopelandCategory ManagerPerformance Food Groups
In 2008 when we first started, there was a lot of flexibility in how we did things. But now with 54 owners
and growing, it's important to have consistency across our brand nationally. We wanted a way to share our
philosophy as well as methods to increase profitability without coming across as punitive with our franchisees.
We want them to self-mange to our standards but without sounding parental or nitpicky. The feedback mechanisms
available through Mystery Shopper Services and the reporting dashboards they have developed enable us to
encourage consistency with all of our franchisees.Joel BrennerMarketing Director101 Mobility
A big thank you to Mystery Shopper Services for their attention to detail and quick response time. Our organization
has had a great experience working with their team of dedicated professionals. They are attentive, responsive
and a pleasure to work with. Their shopping services have provided valuable feedback on our staff and have
assisted us in creating a timely platform for staff coaching.Jennifer Huge TrombleySenior Director of Membership and Corporate EngagementEmbarcadero YMCA
Mystery Shopper Services makes sure we are not missing the mark when it comes to providing superior customer
service. From ensuring we have enough staff on hand to assist our customers to making sure our team on staff
is acting according to expectation — we look forward to each chance we get to review a shop report. The shop
reports are a valuable teaching tool for new staff members and a good reminder for more seasoned members
of our team. In addition, we have gained new customers that started as secret shoppers and have gone on to
be longtime customers.Alison SchwartzAll Pets Considered
We have been using Mystery Shopper Services for nearly two years. They have done an amazing job tailoring their
Mystery Shopper Report to our needs. They visit each of our eight locations, three times per month. We are
very pleased with the detailed reporting that we receive in a timely fashion. It is also noteworthy that
we were able to customize our reports further as our needs changed. We’ve also been using the internal
audit program. This program allows us to conduct an internal audit of our locations. We use this to check
prep weights, cook times, to make sure procedures are followed, and to do a sanitation audit to help us prepare
for BOH visits. It even allows us to upload photos of problem areas that we can share with our franchises.
Because we can conduct the internal audit on a cell phone or an iPad, we are saving so much time.Joe DonnellyNifty Fiftys
Discover how a tailored DSG Associatessolution can help your business meet its unique needs by clicking
any of the request forms below. Or, call us at (800) 462-8765 to get started today!
