InSperience: Insight from the Inside
The Insider Perspective
You know when a store and the energy feels right. That feeling starts with the people behind the counter. Insperience seeks observers who know great service reflects a healthy workplace.
Visit or observe South African retailers, hotels, restaurants, and other service providers to see how workplace culture shapes their customer service. Your feedback shows leaders what happens when no one is watching. Help reveal these businesses’ true heart.
Become an Undercover Customer
An undercover customer experiences a business as a regular customer and objectively reports the interaction.
The goal isn’t to catch staff out, but to assess whether service standards, training, and brand promises shape everyday behaviour. They observe greetings, answers, procedures, problem-solving, and how interactions end, then submit a structured online report highlighting what works and what needs improvement.
EXAMPLE OF AN UNDERCOVER CUSTOMER
A mystery customer is tasked to visit a restaurant for lunch. They note how long it takes to be greeted, whether the waiter knows the menu, if the food arrives as described, and how the bill is handled.
After leaving, the shopper completes a report describing each step of the experience. The restaurant uses this feedback to coach staff, improve service consistency, and strengthen the guest experience.
BENEFITS OF AN UNDERCOVER CUSTOMER
Extra income on the side – Becoming an Undercover Customer offers a hassle-free way to earn extra cash that fits around your career. Many use the money for hobbies or savings.
Flexibility – It’s precisely because Undercover Customer is so flexible that many people make it their side hustle. You can choose the assignments you want to complete, fitting them around your schedule.
For many tasks, you won’t even need to leave home. You can complete them online or over the phone, after you’ve finished work for the day or at weekends.
Help make businesses better – We’re all customers, and we all want to know we’re getting the best service possible.
As an Undercover Customer, you’ll get a firsthand look at their customer service standards, giving you a clear idea of what to expect. If those on the front line aren’t consistently following best practice, your reports will give companies the chance to improve.
Try new experiences for free – Being an Undercover Customer isn’t an ordinary job. It’s more exciting, with a variety of experiences and interesting assignments on our website. See new places and choose tasks that appeal to you.