Mystery Shopping is a widely used qualitative tool to provide inputs on service delivery. Apart from being a performance measure (how are various customer touch points dealing with customers?), these programs can also act as conformance measures (are company standards being followed?). The inputs from such programs are used in tactical decision making – often to initiate corrective or remedial action at grass root level. Many organizations treat these dip stick studies as leading indicators of customer (dis)satisfaction measured through more quantitative techniques like face-to-face customer surveys or even changing consumer preferences in highly dynamic markets. Our research design is aligned with the tested “SERVQUAL' model and uses trained mystery shoppers diverse ethnic and socio economic backgrounds. Our mystery shopping programs range from a Single Event Intervention to a Life Time Experience Study using a customer panel.