Mystery Customer programme

We’re investing in a community-wide Mystery Shopping and Customer Experience Insight Programme, aimed at helping local businesses thrive through challenging times.

As a local Horsham District business you'll have nothing to pay and there's no paperwork to get involved. You'll receive insight, tools and support - completely free to your business.

Mystery Shoppers Ltd will be visiting 100 businesses of all types across seven towns and villages in Horsham District, later this Summer.

This isn’t a competition, it’s a diagnostic tool. With the results you'll be able to understand how customers are experiencing your service and receive targeted, actionable insights to help you grow!

Benefits for you

By receiving a visit from Mystery Shoppers Ltd, you'll get:

Exclusive feedback: You'll get direct insights on your business only. This information is not shared with others.
Industry-specific best practice advice: Customer service expectations and examples relevant to your sector.
Useful tips and trends: Learn about the latest customer expectations and how to meet them.
Team recognition: Share our feedback with your team, supporting morale and development.
Council-led PR: We'll be showcasing participating businesses on our social media channels
Feedback on your online presence: your digital presence will be reviewed, helping find quick wins and highlighting strengths.
Access to MSL's expert tools: including your own reporting dashboard, coaching plans and anonymised best practice shared across the community.
Support from MSL's experts, who will help you understand and act on the feedback with guidance tailored to your business

Why are we offering this now?

In a difficult economic climate, great customer service is the most cost-effective way to stay ahead. Every interaction matters.

Delivered and fully funded by Horsham District Council, in partnership with Your Horsham and customer experience experts at Mystery Shoppers Ltd (MSL).

Not interested? You're welcome to opt out

We understand not every business will be interested in this opportunity. To opt out of this opportunity, please email business.support@horsham.gov.uk by Friday 1 August 2025.

Celebrating local excellence in 2026

We'll be holding a Customer Service Celebration and Awards Ceremony in 2026 to honour the everyday stars of our towns, from front-line teams to behind-the-scenes champions. Business and individuals will be recognised for delivering outstanding customer experiences.