A Mystery Shopper from England, who pretended to be an Internet user lacking high-speed Internet access for a month, visited several companies in order to find out what solution the providers can offer in this situation.

He evaluated the Internet providers using such criteria as product range, personnel product expertise, customer needs identification, active sales, and shop interior/exterior. The results received allowed a ranking of six retail outlets according to their service quality.

Carphone Warehouse took sixth place. Active sales criterion had the worst result– 0 out of 5 points- and product range received the same grade – 0 out of 5 points. EE company appeared to be the best: its outlet received 5 points for almost all criteria, only product range received 4 points and interior – 3 points.

Phones 4u company took fifth place. It received low grades on such criteria as product range, employee expertise, needs identification, and shop interior. 

O2 company took fourth place.  Its product range and employee expertise let the company down slightly. However, its outlet interior received a good grade. 

The Mystery Shopper, who put the Three company in third place for service quality, said that the company’s service was much better than that of the others; however, the sale was easy and the employees did not make much effort.

A Vodafone shop assistant recommended a high-quality solution, though the good impression was spoiled by his rude colleagues.

The EE employee, on the contrary, demonstrated excellent expertise, came up with the best offer and made a fine sale – for which he received first place from the Mystery Shopper.

Share in the name of the best service:


Direct line with your Customers

They criticize you, they write slashing posts in the social networks, they praise you eagerly to their friends by telephone or confiding their outrage to their wives. Or even more often – they just burn their emotions and remarks inside and, as a result, do one of two things. They come back. Or they leave you forever. They are your customers.


We are ready for everything!

For about 15 years the company 4Service has been working on researching and improving of customer experience. We possess thousands of eyes and ears. More precisely, we have 300 000 usual people at hand who want to make their customer experience better. We are everywhere: we speak 29 languages and work in 52 countries of the world. We have a powerful analytic centre, where we watch every slightest vibration of social opinion about you and your business.


For the only reason - to let your service have even more satisfied customers and make your business flourish. If you, just like us, believe that the devotion of the client is the main capital of any business, welcome to the 4service laboratory!

With us the good companies become the best ones. We help you to put yourself in your clients' shoes, to hear them and make them happy.

Service Portfolio

Why do we do it better?

Why 4service
We love the good service ourselves
4service loves good service
We believe in its importance
We believe in service importance
We've been working in this business for a while

We are those guys who proposed the Mystery Shopping service for the first time in the former Soviet Union in 2001.
During this time our Secret Shoppers have given over a million of service evaluations of different branches, starting with fast-food restaurants and up to international banks. 4service became a major player not only in Russia and CIS, but also is growing rapidly in the European Union. We are the member of the leading International Professional Association of “mystery shopping” providers MSPA , and we are learning continuously from the best ones.

Our efficiency has
simple secrets:

  • 1. We trim the sails to the wind and we are using the most modern technologies in this sphere.
    Forget about the Secret Customer stereotype (Examiner), that was formed by TV. It is not a stress-show. Professional service of customers experience evaluation looks more like financial audit with involvement of analityc and special software. As a result - the insights about improving of your service and specific plan of action on your desk!
  • 2. We are committed to the five values of our company.
    About our values - Truth, Use, Love, Greed and Audacity – you can find out on the special page. We will just mention here that we consider each of these values absolutely seriously and sincerely. All right, we know that you are curious why we value Greed? In short, our Greed means our thirst for new tasks and achievements! It energizes us.
  • 3. We simply love what we are doing.
    We will not comment – just talk a bit with our team, and you will understand.

Are you ready to the changes?

So, you know the price of the service and you want some improvements of your company and, most important, you are ready to start.

But you are still not sure that what has suited to МТС, METRO, Ecco or Raiffeisen Bank – will succeed with your company.
No worries, just check out the compatibility of your situation with our profile.
For this you just have to drop in for a chat, telephone us or write us an e-mail.
You will get for free the list of our work examples in the cases similar to yours.

Sure you are ready!?

If you start working with 4service, there will be no formal "budget developing".

Oh no, we can’t do this way, every decision and every effort must lead us to some particular aim which will be definitely covered by the income increasing of your company.
So everyone will have to work. We expect our recommendations not to be put aside, but to be methodically realized. We have efficient means and technologies for motivating the staff for the changes and improving your service.
If you are not planning to fight for the result, better not contact us.
And remember: your customers - are your best teachers and counselors! We will help you to hear them. Better than anyone else )

* We believe in the return of investments!

P.S. And if You don’t believe – we will return them to you. ;)

Карта на покритие

300.000+ Тайни Клиенти в 50 страни от Централна, Източна и Западна Европа, Балкани, Закавказие, Централна Азия.


About our work


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How to hear your clients and work properly with the feedback?

14 years ago, when 4Service company started to provide the service of "Mystery shopping", it sounded very exotic and was perceived as a kind of detective or tourist services. At present, "Mystery shopping" has become a universal tool to identify the gaps and weaknesses in the company's service. Read more ...

How do the sellouts influence the service quality?

Clothing stores are constantly active in the struggle for the buyer, and they are ready to use all possible marketing tools. In the middle price segment of the mass market goods the consumer does not as much appreciate the brand as the combination of price and quality of the goods. Therefore, the main competition is in precisely this aspect and an effective instrument for the clothing stores are sellouts.

Read more ...

About market

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8 stories about extraordinary customer service

If a brand wants to be talked about, an endless stream of press releases and self-promotion on social networks is not the best way. It's much better to remain silent and ensure that your clients are so satisfied with your service that they tell everyone about it. Fortunately, many companies are able to do so.

How to find out whether the customer remained satisfied with your service and how not to lose him/her immediately

According to John Tschohl, “guru of service culture”, world-renowned consultant on service strategy and president of Service Quality Institute (USA), now in the USA almost every company has started active construction of service strategy based on the customer feedback. Such feedbacks are actively and persistently collected after the first customer interaction with the company, and almost after every repeated one. Domestic companies are every bit as good as others

Our Clients about us

Clients Reviews

все отзывы


4Service Group should be recognized as a professional "Mystery Shopping" services provider. The Company has proven its customer experience high quality due to the professional staff able to cooperate effectively, to react promptly and to correspond with requests and needs of the client.


It should be noted that 4Service agency provides not only a package of quality Mystery Shopping services, but consulting and training as well.

Credit Agricole

The work of 4Service Group fully complies with the key principles of business cooperation and the fulfillment of mutual agreements.

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