See your business — and your competitors — through your customers’ eyes.
Mystery shopping measures what really happens at the point of sale, not what is written in the SOP. Trained shoppers visit stores, showrooms, outlets or call centres as ordinary customers and record the experience in detail.
Because our shoppers are local, they blend in naturally and notice the details that matter to Indonesian customers — from the greeting and product knowledge to pricing, stock and after-sales promises.
What you get
Structured scorecards
Every visit scored against a checklist built around your standards and your customers’ priorities.
Evidence from the field
Photos, receipts and detailed notes, collected where legally and practically appropriate.
Competitor comparison
The same scenario tested at competitor outlets for a fair benchmark.
Action-oriented findings
What is going wrong, where, and the fixes that will make the biggest difference.
When to use it
- Auditing service quality across branches, dealers or franchisees
- Checking price compliance and stock availability in the market
- Testing how distributors and retailers present your product versus competitors
- Evaluating sales pitch and product knowledge before or after training
How we run it
- Scenario design — realistic customer scenarios and a scoring checklist, built with you.
- Shopper briefing — local shoppers matched to your customer profile are briefed and tested.
- Visits and calls — in-store visits, phone calls, chat or online purchases across agreed cities.
- Quality control and reporting — every visit checked, then summarised by outlet, region and issue.
For B2B, SME and consumer research
B2B: We pose as trade buyers or project customers to test how distributors, dealers and suppliers handle enquiries, quotations and follow-up.
SMEs: We check how products are presented and priced in traditional trade and small retailers, where a large share of Indonesians still shop.
Consumer: We assess the shopper experience in modern retail, showrooms, restaurants, service centres and online stores.
Why Jakarta Market Lab
Native Indonesian researchers
We understand the market from the inside — how local businesses really operate and how people live, shop and decide — so we ask better questions and read the answers in context.
Strong in B2B and SME research
Distributors, procurement teams, factory owners and small businesses are our home ground. We are just as experienced with consumers.
A boutique, not a report factory
Senior researchers stay hands-on from design to debrief. No templated slide decks — every deliverable is built around your decision.
Decision-ready in English
Fieldwork in Bahasa Indonesia, findings delivered in clear English for regional and global teams.
Mystery shopping is carried out ethically: shoppers do not disrupt business, and findings focus on processes and standards.
Pricing
Projects start from USD 990. The final price depends on the number of visits, the cities covered and the complexity of each scenario. You always receive a written proposal with a fixed price before we start.