Our Services

Retail Active’s core capabilities are enabled through the passion and engagement of our people; our systems and infrastructure and; our company and group expertise.

The business has four main divisions offering services across the following disciplines:

Brand Auditing

Our Brand Auditing service includes facilities audits, merchandising, POS audits and supplier funded programmes. Each of our programmes are designed to drive best in class compliance, matching our client’s standards or excellence.

Mystery Shopping

We offer a wide range of services across face to face, audio and video mystery shopping, telephone, internet and email mystery shopping, exit surveys and competitor research, focused on driving the right measurement to meet our client’s business needs.


Offering significant experience in on-site training, online training, online tests, training accreditation and training records hosting, our programmes ensure we offer the right mix of training to suit our clients' needs.

Electronic Services

Our experience and capability in providing customer satisfaction surveys, recovery surveys, employee engagement surveys, IVR and pulse surveys help our clients to truly understand their business from all angles.

Channel Expertise

Retail Active has extensive experience and expertise across the retail, automotive, technology, DIY, hospitality, pharmaceutical, on trade sectors and specialist sectors.

Specific examples of our expertise are outlined below:


We have over 12 years’ experience working with the UK’s leading motor industry manufacturers. We operate ongoing programmes on behalf of premium and mass market manufacturers, adding value and demonstrating an in-depth understanding of their specific market needs. We conduct independent research across the automotive industry, providing insights that are not available anywhere else.


Our heritage is firmly seated in the retail sector, working with clients across various sectors such as multiple grocery, convenience, petrol forecourts, technology, DIY, hardware, pets and toys, as well as retail estate organisations. This allows us to share and develop unique insights, enabling us to enhance our customers programmes. We invest in bespoke research to add value to our clients’ programs in areas such as NPS, sector and regional trends.

Food and Drink

We conduct programmes on behalf of numerous companies across the hospitality, on trade, restaurant, food on the go and coffee shop sectors. We have an in-depth knowledge of the different challenges across each sector and use our experience and expertise to design blended solutions to help our clients deliver the best possible experience for their customers.


Many of our clients have worked with us for numerous years due to the bespoke and innovative nature of the programmes we build for them. We offer bespoke solutions for a range of diverse specialist sectors covering everything from museums to house building, publishing to marinas. No two programmes are the same because no two clients are the same.

What our clients say

I have found Retail Active very helpful throughout my time at Euro Garages. They have coped well with all the recent growth we have had without sacrificing the consistent service they provide us with. If anything they continuously try to improve the service they provide us with by upgrading the online systems and taking us through the customer journey at our flagship site at Beehive to find ways of improving the services they offer. They have been very accommodating when meeting our ever changing business needs and I would definitely recommend them to anyone out there looking for a mystery shopper solution.
Alison Medhurst
At Toyota and Lexus in the UK we have been a client of Retail Active for many years.  The auditors are highly trained and professional in their contact with our networks and the administration of our programmes is second to none.
Alison Medhurst
Network Development Coordinator - Toyota & Lexus
John Dunning
We searched high and low to find a company who would deliver us an exceptional Mystery Guest Programme.
We are delighted with the insights and information provided to us since we launched our programme with Retail Active, and we are continually impressed with the way in which our account is managed.
John Dunning
Head of Operations - Butlins
Barbara Menzel
Since April 2017 Dr. Martens is working together with Retail Active to support our mystery shopping. Within this time period we have used several services offered by Retail Active which helped to improve MS results and also visibility of regional results for the brand. We are currently running MS with Retail Active for our markets UK, IRL, France, Holland and Belgium. In the last year also our Scandinavian distributor benefitted from the initiated MS questionnaire. In the meanwhile, we extended our working relationship for another 2 years and will further include markets going forward like e.g. Germany. From this year on, we added new tools such as YTD results which can be run now by ourselves. We can see a benefit to work with those tools as we can run reports flexibly for ourselves. We really appreciate the customer service and professional contact to Pavlina and Alisdair who are always helpful and supportive towards our business needs. We look forward to the next two years of working together.
Barbara Menzel
Head of Retail Operations EMEA
Daniel King
Retail Active have been a fantastic support for me and our Business, helping us improve our Customer Service proposition through insightful feedback and analysis. Whenever we have suggested improvements and changes they have met with us and been extremely accommodating, seeing things from a different view sometimes to help us reach the desired result. It has felt very much like a Partnership between us. We have regular updates with them and everyone on their team has been very friendly and maintained open communication. I would definitely recommend them to anyone looking for a mystery shopper solution.
Daniel King
Trading Manager, UK &RoI