In This article
A practical way to monitor service, safety, and standards—without being on site
Rethinking Mystery Shopping
Mystery shopping has long been used by operators to evaluate how teams perform when no one is watching. Whether the goal is to assess service quality, safety, or brand consistency, having another set of eyes—especially an unbiased one—can surface things that day-to-day routines might overlook.
Traditionally, this meant sending someone into a location to pose as a customer and submit a report. While helpful, that approach has always had limits. It’s costly, time-sensitive, and hard to scale across dozens or hundreds of locations.
Today, many operators are moving toward a more flexible approach: remote mystery shopping through video review.
How Remote Video Audits Work
With access to recorded CCTV footage, it’s possible to review key aspects of operations without sending someone on-site. DTiQ’s AUDITiQ platform supports this process by combining recorded video with expert review and clear reporting.
Auditors review footage securely and remotely, checking for things like:
- Staff engagement with guests
- Cleanliness and organization
- Adherence to safety procedures
- Compliance with promotions and signage
- Cash handling and back-office security
This type of review isn’t limited to a 15-minute window. You can spot patterns across different shifts, days, or even weeks.
When In-Person Audits Are Still Helpful
While remote audits cover a lot, sometimes it helps to have someone on the ground. That’s where SmartFieldServices comes in. As a built-in feature of AUDITiQ, it provides on-site audits when needed—whether for verifying store conditions, providing coaching, or validating back-of-house procedures that may not be captured on camera.
Used together, remote and in-person audits create a more complete picture of operations.
What Can Be Assessed
Most of what happens in-store can be observed with the right footage, supported by thoughtful review. Here are a few common things operators choose to assess:
- Uniforms and employee appearance
- Prompt greetings and service behaviors
- Store cleanliness and prep areas
- Promotion and signage visibility
- Product handling and stocking
- Security checks like open safes or unlocked back doors
- Staff activity during downtime
Even shift start times and handoffs can be verified using video.
Why This Matters for Operators
For brands with multiple locations, it’s not realistic to be on-site every day. Audits, whether remote or in-person, provide structured visibility into what’s actually happening—and where there’s room to improve.
Operators who use this approach often find it helps them:
- Catch small issues before they become big ones
- Reinforce training with real examples
- Recognize standout employees
- Support consistent operations across locations
It’s not about “catching people”—it’s about keeping standards high and identifying what’s working, and what’s not.
A Practical Part of the Toolkit
Mystery shopping, when supported by video and expert review, becomes a more efficient tool. It helps operators:
- Monitor guest experience without being on site
- Ensure procedures are followed
- Reinforce brand consistency
- Reduce time spent chasing issues after they’ve escalated
It also gives teams the ability to focus on the real issues—those that can actually be seen and improved.
Want to Learn More?
If you’re looking for a more flexible way to stay connected to what’s happening in your business, DTiQ’s approach to audits may be worth exploring. Whether you need regular remote reviews, occasional in-person visits, or a combination of both, it’s possible to build a program that fits your operations.
[Contact us to learn more about how it works.]
