About Mystery Shopping
About Mystery Shopping
About Mystery Shopping

Why Us?

Philosophy +
Experience +
Communication +
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About Us

Founded in 1993, Retail Maxim was initially established to operate purely as a Mystery Shopping provider for the retail sector. However, things quickly changed and by the late 1990’s it had started offering a much broader range of both Insight and CX measurement solutions to a diverse range of companies and sectors. The key to this growth has always been that both strands of the business, both Insight Services as well as CX Measurement Services are completely flexible and transferable which means they can be used for a multitude of purposes and across a range of sectors. In fact, this now spans from Retailers and Manufactures through to Local Authorities, Transport Planners, Town Planners as well as Shopping Centres, amongst others.

We have an experienced leadership team based at our Head Office in Burntwood, Staffordshire, in addition to a team of over 25,000 field based operatives across the UK who carry out assignments reliably and accurately, every day.

With regards to our Insight Services we utilise various survey methodologies including ‘face to face’, ‘online’ and ‘telephone’. We take each project on a case by case basis to decide the appropriate route, which can often include a ‘blended’ approach. Our surveys are created bespoke, tailored to each project’s unique requirements, carefully guided by both who we are surveying and what the research objective is.

On the CX measurement front we aim to help our clients to understand, and measure, their customer’s experiences through their journey, across each touch point, that they have with them. We offer a range of methodologies to assist with this including Standard Mystery Shopping, Omni Channel Mystery Shopping, Video Mystery Shopping, Exit Surveys, Online Satisfaction Surveys, Telephone Satisfaction SurveysEmployee Engagement Surveys and more. All of these services centre on the monitoring and development of customer service for our diverse range of clients. Our reporting and data helps pick up on the issues that really matter; those that are key to customer satisfaction. They help our clients to maintain sales, monitor how their company is performing, drive customer loyalty and, ultimately, increase profits.

Above all else, quality, simplicity and the desire to add value for our clients sits at the heart of everything we do. Built on these foundations and beliefs, Retail Maxim is now recognised as one of the leading Insight and Customer Experience Measurement companies in the UK.


Thank you so much for a job well done! The whole team at Retail Maxim have been so professional and incredibly helpful, working at pace during trying times in a global pandemic. Keep up the great work!

Heart of England Co-operative

We have been working with Retail Maxim for 4 years to carry out intercept surveys across our portfolio of shopping centres. We have found them to be both extremely effective and efficient but also great value for money. The insights we gain from their bespoke surveys and accompanying analysis provides an unparalleled understanding of our visitors. Equally, the team are a pleasure to work with and we look forward to our continued collaboration with them.

Ellandi LLP

Retail Maxim were extremely easy to deal with, guiding us through the process of undertaking Exit Surveys at our Retail Park and within the local town centre. The surveys were tailored to our specific requirements with the project being turned around quickly. Great service and insight was provided and all for a very competitive price.

Investec Argo

Moor Hall Hotel and Spa have been using Retail Maxim mystery shopper services for a number of years. We receive great service at a reasonable price. Robert and his team are keen to help and assist in tailoring the questions and inspections to your specific needs and in line with what you are wanting to achieve. I can highly recommend their services.

Moor Hall Hotel & Spa (Best Western)

Trentham Shopping Village use Retail Maxim for mystery shopping and exit surveys. They are extremely efficient, proactive and their field team are professional and friendly. The reports are easy to analyse and are well-received and acted upon by our tenants. They look forward to our awards get together and really buy into the whole ethos of high customer service standards in the retail environment.

Trentham Shopping Village

About Mystery Shopping
Retail Maxim's care, consistency and attention to detail have produced comprehensive, objective and valuable feedback to our retail operation.

Russell & Bromley

Since we started with Retail Maxim the service scores that we have achieved are improving across the chain wave on wave. The Retail Maxim mystery shopping programme has assisted us in improving our customer service ensuring all of our customer's receive the shopping experience they deserve.


The service Retail Maxim has provided us has been really effective and excellent value for money. We have benefited from your expertise in retail metrics and monitoring 'service levels' and 'experience', which have now been integrated into our company KPIs.

Realm Ltd

About Mystery Shopping
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