30-day satisfaction guarantee
Mystery shopping: find out exactly where your front line loses sales.
You invest in ads, the calls, forms and messages come in, but sales do not keep up. Delos poses as your customers, scores every interaction on fixed criteria and shows you what to fix first.
It starts with one conversation about your channels and what good service looks like for your business. Free, and with no obligation.
Find out where your front line loses sales
Tell us the basics. We'll get back to you to understand your channels.
Free, no obligation, and no spam.
Businesses we have built sales operations for
In short
What is mystery shopping from Delos?
It is an evaluation of how your team handles new enquiries, carried out with simulated customers. Delos contacts your business by phone, website form, text and email, plus Instagram DMs and WhatsApp when you use them, the way a real customer would, and scores every interaction on eight fixed criteria, from response time to follow-up. You receive an overall score, the most serious issues with conversation screenshots and an action plan presented in a meeting.
Who it is for: Service businesses that invest in ads, receive enquiries and do not know why they are not turning into sales.
Last reviewed:
What is included
- Briefing on the business, the channels and what good service looks like for the company
- Realistic customer profiles: the price shopper, the one with an objection, the after-hours caller
- Contacts on different days, at different times and on different channels, including a follow-up check
- Scores on eight criteria: response time, courtesy, discovery, value before price, proposal, objections, next step and follow-up
- Report with screenshots and an action plan presented in a meeting
Often combined with: Sales Advisory, AI Agents & Automation, CRM & Dashboards
The problem
More ad spend will not fix a front line that leaves customers waiting
When enquiries come in and sales do not follow, the first suspect is usually the ads. Often the problem sits after the click: the slow reply, the price sent without context, the call that ends without a next step and the follow-up that never happens.
Owners and managers rarely see those conversations the way the customer does. Mystery shopping shows you exactly that: your real service, on your real channels, on the days and at the times your customers reach out.
Signs your front line is losing sales
- Replies that take hours or only arrive the next day
- A price sent straight away, with no context and no questions
- No questions to understand what the customer needs
- Calls that go to voicemail and are never returned
- Conversations that end without a next step
- No follow-up after the first contact
What mystery shopping shows
- How long each channel takes to respond
- Whether value is explained before the price
- How the team handles an objection
- Whether anyone follows up with a lead who went quiet
- A score you can compare over time
How it works
Five steps, from briefing to action plan
Every evaluation follows the same method, so results can be compared from one round to the next.
Briefing
We learn the business, the channels leads come through and what good service looks like for your company.
Scenarios
We build realistic customer profiles: the one who asks for a price right away, the one with an objection, the one who calls after hours.
Evaluations
We reach out on different days, at different times and through different channels, going as far as a real customer would, including checking for follow-up.
Scoring
Every interaction is scored on the same eight criteria, from response time to follow-up.
Report and meeting
An overall score, the most serious issues with screenshots of the conversations, and an action plan presented in a meeting.
What we evaluate
Eight fixed criteria in every interaction
The same criteria in every evaluation, on every channel. That is what lets you compare the score over time and against competitors.
Response time
How long the customer waits for the first reply, and between replies.
Courtesy
Whether the tone is polite, warm and consistent with the brand.
Discovery questions
Whether the person asks before they offer.
Value before price
Whether the service is explained before the price comes up.
Clear proposal
Whether the customer understands what is offered, how it works and what is included.
Objection handling
How the team responds to "that's expensive", "I'll think about it" and "I found it cheaper".
Call to a next step
Whether the conversation ends with a clear invitation: a visit, a call, a quote or a booking.
Follow-up
Whether anyone reaches back out to a customer who stopped replying.
What you get
A report that shows the problem and the order to fix it
No general impressions: every point in the report comes from a conversation that actually happened.
Overall and per-criterion score
One score for the front line as a whole, broken down by channel and by the eight criteria, so the biggest problem is obvious.
The most serious issues, with evidence
The moments where the sale slipped away, shown with screenshots of the conversations, not left to interpretation.
Comparison
Across channels, days and times and, in the formats that include it, against the previous round and your competitors.
Action plan, in a meeting
The fixes in order of priority, presented and discussed in a meeting with the people who decide.
Formats
One round, ongoing monitoring or a benchmark against the market
One-off diagnostic
One round of evaluations with a report and an action plan.
For businesses that want to know where the problem is before deciding what to do.
Ongoing monitoring
Evaluations every month, on the same criteria, to measure how the team improves.
For businesses already making changes that want to see them reach the front line.
Competitor benchmark
The same method applied to your competitors, with their scores next to yours.
For businesses that want to know how their service compares to the market.
Why Delos
Mystery shopping that does not stop at the report
It does not stop at the report
Delos also fixes what it finds: call and message scripts, team training, an AI agent, CRM and paid ads.
Focused on where leads arrive
Phone, website forms, text and email, plus Instagram DMs and WhatsApp when your business uses them.
Fixed criteria
The same eight criteria in every evaluation, so the score can be compared over time and against competitors.
To coach, not to punish
The results are used to prepare the team and adjust the process, not to single anyone out.
From report to fix
Every problem the evaluation finds has a way to fix it. You can do it with your own team or with Delos:
Who you work with
Meet the team behind the work
Projects are led by Henrique Takeshi, growth strategist and economist, with delivery supported by Marcos and specialists matched to the work, including paid media.
The work connects growth strategy, marketing, process, customer experience and technology. In mystery shopping, that means treating the front line as part of the sale and turning what the evaluation finds into changes the team can actually apply.
The name comes from Delos, the small Greek island that sat at the centre of the ancient Aegean trade routes, the place everything connected through. That is the idea: your growth operation working as one connected system instead of six disconnected tools.
30-day satisfaction guarantee
If you are not satisfied within the first 30 days, the engagement ends and we refund what you paid.
Before any contact is made, the scenarios and criteria go through your approval.
FAQ
Questions about mystery shopping
How the evaluation works, what the team is told and what happens after the report.
Still have a question? Bring it to the first call.
Free first call, no obligation
See your front line the way your customers do
One conversation to understand your channels and what good service looks like for your business. From there, we build the scenarios and show you where sales are slipping away.
- A score on fixed criteria
- The most serious issues, with screenshots
- An action plan presented in a meeting
Fill in the form and we'll get back to you. Prefer to talk now? Give us a call.
+1 (343) 996-3076Find out where your front line loses sales
Tell us the basics. We'll get back to you to understand your channels.
Free, no obligation, and no spam.