Grocery Store & Supermarket Mystery Shopping

Grocery Store & Supermarket Mystery Shopping & Customer Experience Solutions

Reality Based Group knows that you strive to make your customer’s experience as positive as possible. We can help you turn an average trip to the supermarket into something that will convert your customers into loyal, repeat shoppers.

We can customize our solutions to fit your specific needs. We evaluate all major areas of your grocery store (in-store and online) to gather the data to help you know where your employees and systems excel and where there’s opportunity for improvement.

We can also customize our services to focus on specific departments or areas to meet your current needs.

Grocery Stores - whole foods


Grocery, Produce, Meat / Seafood, Bakery, Prepared Foods, Wine & Beer

Grocery Stores and Supermarkets have a variety of departments and we recognize the need to evaluate these different areas.

We evaluate product availability, cleanliness in the aisles, organization, safety, etc.

We interact with employees, ask questions, and note the availability of help and quality of service provided.

We inspect the restrooms and evaluate them for ease of access, cleanliness, and stock levels.

At RBG, we know it’s essential to visit all of your major departments, produce, meat, seafood, bakery, prepared foods, etc. We shop each area gathering important data on your various protocols and customer experience levels.

Grocery Store Checkout Process

Traditional Face to Face Checkout

We evaluate the entire checkout process focusing on lines, wait time, cashier interaction, bagging, safety protocols, and payment process.


Self-checkout has become ubiquitous and customers have had a wide range of experiences. How do your customers feel about your store’s self-checkout process?

We evaluate the lines, ease of use of the checkout equipment, availability, and use of the bagging area, payment process options, and ability to get employee help when needed.

Online Grocery Shopping | Customer Experience

Online grocery shopping has dramatically increased in popularity. You might have good in-store customer experience and loyalty, but how do those customers enjoy your online store?

Will they have a similar experience or will they find the store with the best and easiest online experience? This data is just as critical.

“U.S. online grocery sales grew 22% in 2019 and, propelled by high demand from nationwide COVID-19 lockdowns, stand to surge about 40% this year, according to the Coresight Research U.S. Online Grocery Survey 2020.”

Over the past couple of years, the online grocery shopping rate has more than doubled. Those figures climbed from 22% to 36.8% for actual online purchasers and then in the 2020 survey, those numbers jumped to 52% for actual online grocery purchasers and 62.5% for planned online grocery buyers.

It’s more important than ever to have data on your online customer experience. RBG can evaluate everything from the online ordering customer experience to the pick-up or delivery process.

RBG will gather and analyze the data so you can rest assured that your customers are getting the best possible online grocery shopping experience.

Coaching and Data Analysis

At Reality Based Group, we give you the experience, coaching, data analysis and expertise to guarantee that the customer experience is the best possible for your business.

Our individually tailored grocery store and supermarket mystery shopping programs are designed to fit your culture and meet your needs.

Our closed loop program design delivers excellent ROI and keeps your goals and objectives at the forefront every step of the way.

With over twenty years of experience in grocery store mystery shopping, you can be assured you’re partnering with a company that knows how to deliver results.

We guide you through training and coaching your employees and help you focus on specific revenue-driving behaviors. Truly set yourself apart from your competition with the customer experience you provide each and every one of your customers.

Grocery Store Supermarket Mystery Shopping Insights & Solutions

Collecting data is just a piece of the puzzle. At RBG, we make sure the right data for improvement is being measured so you can improve your customers’ experience while increasing the bottom line. Solutions from supermarket mystery shopping to audits can put you on the path to success.

  • GameFilm® – Video Mystery Shopping
    Our founder invented video mystery shopping and we’re still leading the pack – take an inside look at your business with GameFilm®.
  • Written Mystery Shopping
    Grocery store secret shoppers assess your business using our tailored scorecards.
  • Phone Mystery Shopping
    Guarantee your phone interactions with customers are hitting the mark with Real Calls™.
  • Audits
    Our experienced team of auditors can gather accurate pricing and product information from your brick-and-mortar or your competitor’s locations to help you stay one step ahead.

Why Choose RBG Over Other Grocery Store and Supermarket Mystery Shoppers?

Measurable and Actionable Goals | The Game Plan

First, we work with you to design a game plan. This is fully customizable to your store, culture, and needs. We really want to understand your goals. What do you want to accomplish? What goals will actually get you there?


We then use your knowledge of customer service to guide you and craft a mystery shop that will really work for you and your brand.

We help you decide which type of solution will serve you best. Then, we narrow the data points that measure what matters most to you and supports your goals.

In addition to our decades of experience, we also work with the best supermarket mystery shoppers in the business so you know you’re receiving data you can count on.

Plus, our closed loop program keeps your goals front and center. With each stage of our process you know you’re going to receive accurate and reliable results that matter to your business. Through continuous communication, we make sure we stay on the same page as you at all times.

At RBG, we know your success is our success. We give you the right tools and direction to see results quickly with our tailored, expertly designed programs.

Partnering with RBG gives you the power of a customer experience expert in your corner so you can focus on making sure each trip to the grocery store is a great one for your customers.

Let’s start a project, get in touch, or just say, "Hello!"