Video-based mystery shopping
Real customers of your brand. A perfect match with your customer profile. Their full story on camera, minutes after the visit, while the emotion is still warm. This is how you finally see your brand the way your customers do.
Working across the GCC
The blind spot
You know yesterday's sales down to the dirham. Maybe you even have a mystery shopping report in a drawer, with a checklist and a 7 out of 10 for the greeting. What that report cannot tell you is how the visit actually felt. The hesitation at the door. The warmth that made a guest order dessert. The bored answer that quietly cost you a client.
Traditional mystery shopping has two problems. The checklist measures compliance, not emotion. And the evaluator is usually nothing like your customer. Someone who would never buy from you cannot live the visit your customers live.
The method
Other agencies send whoever is available. We send your customer. Real customers of your brand universe, matched to your exact profile: age, language, habits, style of spending. They live a normal visit, then speak on camera minutes after leaving, so nothing gets lost, softened or rewritten. You get their honest reaction, instant and intact, with the emotion still in their voice. You do not read about the experience. You watch it.
Together, we define the exact customer profile to replicate.
We choose a visitor who mirrors your real clientele, from our trained community.
Every visitor is trained in person, then interviewed to confirm the mission is clear.
A normal customer, a normal visit. No hidden camera, ever.
Recorded minutes after leaving, emotions intact.
Every video is reviewed by an expert eye, with AI tools to help read emotion and tone.
Video evidence, a written report, your EVI scorecard and a debrief with your team.
The method, in motion
Exclusive to IRIS Witness
A story needs a number to travel through a boardroom. The EVI is our own index, built by IRIS Witness. It tracks how customer emotion moves across the visit, so you can compare visit after visit, location after location. One number to follow over time. The video shows you the why behind it.
Emotion across the visit · live view
Deliverables
The moments that matter, ready to show your board.
The full journey, analysed by an expert eye.
Emotional performance, in numbers.
Where you stand against your sector.
We present the findings to your team, in person or online.
Sectors
Flagship stores and everything omnichannel.
Selling built on trust and ceremony.
Showrooms where one visit can decide a six-figure purchase.
Restaurants, cafés and hotels, judged in moments.
Spas, beauty centres and studios where care is the product.
Innovation, grounded in twelve years of expertise
After twelve years evaluating customer experience worldwide, across hospitality, wellness, retail and automotive, we created our own method: real customers of your brand, matched to your exact profile, speaking on camera minutes after the visit. Real feedback, real emotions, from real customers, captured while every detail is still alive. The method was developed by our founder, Dr. Rajaa El Mezouaghi, PhD in Innovation Management, and it is applied with the same rigour on every single program. We operate in English, Arabic, Hindi and Russian across the GCC.
Request a proposal
Tell us about your locations and your customers. We will come back to you with a tailored proposal. No obligation, and full confidentiality.
Or write to us directly: contact@iris-witness.com